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.
Requirements: 7+ years of experience leading complex customer operations programs/projects in a global SaaS company
Proven experience driving AI cross-functional transformation initiatives
Strong project/program management capabilities with a track record of influencing senior stakeholders
Deep passion for continuous improvement, operational excellence, and scalable processes
Strong ability to bridge between business needs and technical capabilities (AI tools, automation, data)
Excellent communication and leadership skills with internal stakeholders and partners
Proactive, hands-on, detail-oriented, and results-driven mindset
Strong interpersonal skills: verbal, written, and presentation skills in Hebrew and English
Experience in problem-solving within fast-paced, globally distributed, and constantly changing environments
High level of professionalism, energy, and sense of urgency to make things happen
Relevant certifications (e.g., PMP, PRINCE2) - advantage
This position is open to all candidates.