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As a Customer Operations AI Transformation Lead, you will drive the strategy, execution, and adoption of AI initiatives across the Customer Operations organization. You will work closely with senior leadership and cross-functional stakeholders to identify high-impact opportunities for AI, translate them into scalable programs, and ensure measurable business outcomes.
In this role, you will lead multiple AI transformation projects-spanning processes, tooling, automation, analytics, and customer-facing operational workflows-while establishing governance, best practices, and success metrics. You will ensure alignment across teams, mitigate risks, and build organizational readiness for change.
What youll do:
AI Transformation Strategy & Planning
Define and articulate the AI transformation roadmap for Customer Operations aligned with organizational goals.
Identify and prioritize AI use cases with clear ROI (efficiency, quality, customer experience).
Build detailed execution plans including timelines, milestones, dependencies, and resources.
Program Oversight & Execution
Lead the delivery of multiple AI initiatives (automation, copilots, workflow optimization, knowledge enablement).
Monitor progress, manage dependencies, and ensure adherence to quality and delivery standards.
Track impact using KPIs (e.g., cycle time reduction, cost-to-serve, deflection, quality improvements).
Manage resource allocation across projects and ensure operatinal continuity during change.
Stakeholder Management & Change Enablement
Serve as the primary point of contact for senior management on AI transformation progress.
Align cross-functional stakeholders (Ops, CS, Product, R&D, Data, IT, Security).
Drive adoption by building enablement plans, training, communications, and feedback loops.
Governance, Standards & Risk Management
Establish best practices for AI implementation in Customer Operations (process, tooling, documentation).
Define governance for AI usage (quality control, privacy, security, compliance, escalation flows).
Identify risks early and develop mitigation and contingency plans.
Reporting & Documentation
Prepare and present regular program updates including milestones, outcomes, risks, and KPIs.
Maintain structured documentation: business cases, implementation plans, adoption plans, lessons learned.

As our Director of Customer Success Operations, you will be the architect of our post-sales engine. Your mission is to build the infrastructure, processes, and data-driven insights that allow our Customer Success and Support teams to scale efficiently.

We are looking for a strategic leader who can move seamlessly between high-level strategy-such as designing the customer journey-and hands-on execution, including optimizing our tech stack and CRM.



Key Responsibilities

Implement AI-driven strategy and automation across onboarding, support, workflows, and reporting to increase speed, accuracy, and operational capacity.
Build, improve and ensure compliance with standardized "Playbooks" to guarantee a consistent, world-class experience.
Track key performance indicators and build dashboards that provide real-time visibility into team performance and customer health.
Partner with Finance and CS leadership to forecast renewals and identify churn risks proactively.
Verify compliance on all CS processes and methodology.
Drive initiatives to improve customer satisfaction and operational KPIs..
Hands on ownership of systems, tools and processes.