Senior AI Operations Lead

Role Overview

We are seeking a Sr. AI Operations Lead to drive the governance, prioritization, and execution of AI-driven initiatives across our Customer Success functions. This role will be instrumental in operationalizing AI agents and capabilities that enhance efficiency, decision-making, and customer outcomes across Professional Services, Customer Success Management, Solutions Consulting, Subscription Management, and Technical Enablement.

The ideal candidate is a strategic thinker with a strong operational mindset, technical fluency in AI/ML concepts, and a passion for driving innovation through intelligent automation.

Key Responsibilities

AI Strategy & Governance

• Establish and maintain governance frameworks for AI use across Customer Success.

• Ensure ethical, secure, and compliant deployment of AI agents and tools.

• Define success metrics and KPIs for AI initiatives.

Prioritization & Roadmapping

• Partner with cross-functional teams to identify high-impact AI opportunities.

• Develop and maintain a prioritized roadmap of AI use cases aligned with business goals.

• Facilitate intake and evaluation of new AI ideas from internal stakeholders.

Execution & Enablement

• Lead implementation of AI agents and functionality across CS functions.

• Monitor performance and continuously optimize AI tools for accuracy and impact.

Cross-Functional Collaboration

• Act as a liaison within Customer Success and GTM teams to translate business needs into AI solutions.

• Support change management and enablement efforts to drive adoption of AI tools.

• Provide training and documentation to ensure effective use of AI capabilities.

Required Technical Skills

• AI/ML Fundamentals: Understanding of machine learning concepts, natural language processing (NLP), and large language models (LLMs).

• Data Analysis: Proficiency in data manipulation and visualization using tools like SQL, Python, or Tableau.

• Cloud Platforms: Familiarity with cloud services such as AWS, Azure, or Google Cloud, especially AI/ML offerings.

• APIs & Integrations: Ability to work with RESTful APIs and integrate AI tools with enterprise platforms (e.g., Salesforce, Gainsight).

• Version Control & Collaboration: Experience with Git/GitHub and agile project management tools (e.g., Jira, Confluence).

• Security & Compliance: Awareness of data privacy, security, and ethical considerations in AI deployment.

Qualifications Required:

• Minimum 5 years of experience in a technology-driven environment, with a proven track record of leading or contributing to digital transformation or AI initiatives-preferably in customer success, operations, or innovation-focused roles.

• 3+ years of experience in operations, AI/ML, or automation roles.

• Strong understanding of AI technologies and their business applications.

• Experience managing cross-functional projects and stakeholder relationships.

• Excellent communication, analytical, and problem-solving skills.

Preferred:

• Experience in Customer Success, Professional Services, Operations, or SaaS environments.

• Familiarity with tools such as Salesforce, Gainsight, or other CS platforms.

• Exposure to AI governance frameworks and ethical AI principles.