Lead the identification, implementation, and scaling of AI and automation solutions to improve efficiency and customer outcomes in Customer Operations. Requires 3+ years experience translating operational pain points into technical solutions, cross-functional project leadership, and familiarity with modern AI tooling.
Salary not listed
Hybrid3+ YOEOther
About the role
What you get to do every day
Identify and deeply understand friction points across Customer Operations, and translate them into actionable AI and automation opportunities
Evaluate existing internal tools and systems to unlock underutilized capabilities and propose new, high-impact use cases
Assess, vet, and recommend external AI technologies; determine whether to buy, build, or adapt
Lead end-to-end execution of AI-driven initiatives—from concept through deployment and iteration
Drive large-scale transformation projects that improve operational efficiency, scalability, and customer outcomes with formal cross-functional tiger teams to validate use cases before scaling
Partner cross-functionally with Engineering, Product, Data, and AI teams to deliver solutions quickly and effectively
Collaborate with L&D team to build and deploy enablement programs to support team skill building and adoption
Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact
Establish clear success metrics and ensure initiatives deliver measurable business value and customer outcomes (TTV, adoption, escalation reduction, etc.)
Surface gaps and opportunities proactively, and independently drive them to resolution
What you bring to the role
3+ years of professional experience in a technical, operations, or strategy role
Experience in customer success or implementation is preferred
Engineering, computer science, or coding background preferred
Demonstrated ability to take ideas from concept to execution with minimal oversight
Strong project management skills with a track record of delivering complex initiatives
Comfort operating in ambiguous environments with competing priorities
Outcomes-oriented mindset with a bias toward action and accountability
High level of intellectual curiosity and a willingness to rapidly learn new tools and technologies
Ability to work cross-functionally and influence/hold accountability without direct authority
Transparent communication style with strong follow-through
Proven ability to “dream it and do it”—balancing vision with practical execution
What sets you apart
Experience applying automation in an operations environment
Familiarity with modern AI tooling (LLMs, workflow automation, APIs, etc.)
Strong systems thinking and process optimization mindset
Experience evaluating and implementing third-party tools vs. building in-house solutions
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