AI Operations Lead, CPX

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the AI enablement across CPX, shifting from hands-on tactical execution to strategic leadership that scales across the department.

• Manage and uphold an extensive catalogue of AI use cases within CPX functions (Professional Services, Customer Success, Support), acting as the essential link to transform team concepts into standardized operational workflows.

• Define and continuously enhance processes for the internal use of generative AI, autonomous agents, and machine-assisted development workflows.

• Collaborate with CPX functions—including Professional Services, Customer Success, and Support—to pinpoint, prioritize, and formalize intake workflows for a steady flow of agentic solutions.

• Work closely with Business Technology and InfoSec to ensure secure-by-default practices, compliance, and effective lifecycle management of AI tools.

• Take responsibility for overseeing CPX AI technology expenditures, monitoring ROI, tracking financial metrics, and applying measurement frameworks to evaluate cost metrics against output volume.

• Propel the definition of success in highly ambiguous areas, employing a structured 30-60-90 day roadmap to establish empirical baselines, conduct controlled pilots, and scale delivery.

• Identify and document shadow or undocumented workflows across CPX functions to create AI-augmented standards that promote successful sub-functional outcomes.

• Offer mentorship, technical guidance, and strategic direction to distributed AI Champions and cross-functional project teams without formal administrative management responsibilities.

• Serve as an advanced individual contributor to standardize processes for enablement, deployment, tool evaluation, and prototyping AI solutions.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience in a relevant field.

• Over 8 years of progressive experience in business operations, technology program management, customer operations (CS/Services/Support), or digital transformation.

• Acknowledged as a subject matter expert in AI tools, business technology stacks, and workflow systems within a SaaS setting.

• Demonstrated experience in vendor management, software procurement processes, and oversight of technology budgets.

• Direct strategic experience utilizing AI investments across platforms such as Claude, Gong, NotebookLM, Gemini, Workato, or similar enterprise tools.

• Strong foundation in business process re-engineering, change management, cohort analytics, and driving user adoption among non-technical teams.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted at the time of hire.

• 401(k) matching and a comprehensive employee benefits package.