AI Operations Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Lead the transformation and ongoing enhancement of Support by assessing processes, identifying pain points, and addressing inefficiencies.

• Collect and evaluate feedback from customers, Support teams, leadership, and stakeholders.

• Analyze ticket trends, customer interactions, support metrics, and recurring issues.

• Identify chances to leverage AI, automation, and emerging technologies to enhance Support functions.

• Design, configure, test, deploy, and continually refine AI tools for both employees and customers.

• Act as a subject matter expert and escalation resource for AI-related tools and functionalities.

• Monitor AI performance, accuracy, adoption rates, customer feedback, and business impact.

• Create and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards.

• Oversee AI and Support improvement projects from initial discovery to outcome measurement.

• Collaborate with Product and R&D teams to ensure AI capabilities are supportable and operationally prepared.

• Develop training materials, troubleshooting guidelines, knowledge articles, and best practices for Support teams.

• Advocate for responsible AI implementation throughout Customer Operations.

• Establish key performance indicators for efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience.

• Assist in defining the processes and operating model for a future AI Support/Operations function.

• Work closely with Support leadership, analysts, customers, Product, R&D, and cross-functional teams.

• Travel as required, approximately 25% of the time.

⛳️ Requirements

• Minimum of 3 years of experience in customer support, business analysis, process improvement, technical support, or a similar role.

• Equivalent education and experience may also be taken into account.

• Strong analytical and investigative abilities.

• Experience in evaluating business processes and facilitating improvements from concept to implementation.

• Familiarity with or solid understanding of generative AI and AI-assisted tools.

• Strong technical aptitude and the capacity to rapidly learn new AI platforms, applications, and technologies.

• A strong customer-service orientation.

• Ability to work independently while effectively collaborating with Support, Product, R&D, and other teams.

• Excellent written and verbal communication skills, along with strong organizational and project management capabilities.

• Dedication to ongoing learning, experimentation, documentation, and the responsible use of AI.

• A current, valid passport.

• Legally eligible for international travel, including passport-based visa exemptions or necessary travel visas for entry into Canada, the United States, and the Caribbean.

• Preferred experience in AI agents, chatbots, copilots, automation, prompt design, AI workflows, knowledge grounding, AI testing, support data analysis, APIs, SQL, integrations, scripting, business requirements, user stories, testing, change management, enterprise software, ERP, CIS, utility technology, or within the utility industry.

🏝️ Benefits

• 3 weeks of vacation and 5 personal days.

• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment.

• Employee stock ownership.

• RRSP/401k matching programs.

• Lifestyle rewards.

• Remote work options.