AI Transformation Manager

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

📋 Description

• Develop and oversee the internal post-sales AI transformation roadmap.

• Identify and prioritize opportunities according to customer impact, business value, feasibility, risk, and time to value.

• Map and redesign workflows to minimize manual tasks, enhance handoffs, expedite cycle times, and improve customer continuity.

• Create prototypes and lightweight solutions utilizing approved AI, agent-building, and no-code or low-code tools.

• Guide initiatives from discovery and requirements through to testing, launch, adoption, and optimization.

• Collaborate with IT, Engineering, Data, Security, and governance teams to transition successful prototypes into secure, scalable solutions.

• Develop reusable AI plays, prompts, agents, and digital experiences that augment team capacity.

• Lead training, communication, documentation, and advocacy programs that promote sustained adoption.

• Establish human oversight, quality standards, monitoring, and exception processes.

• Assess adoption and business impact, including capacity released, cycle-time improvements, customer outcomes, cost to serve, and renewal readiness.

• Report on portfolio priorities, progress, risks, and outcomes to executive leadership.

• Collaborate across Professional Services, Customer Success, CX Operations, Digital Engagement, Education Services, and Renewals.

• Tackle opportunities including implementation automation, customer-health insights, next-best-action recommendations, AI-generated customer review preparation, renewal-risk detection, and role-based copilots.

⛳️ Requirements

• Over 7 years of experience in business transformation, product or program management, operations, professional services, customer success, revenue operations, or a related field.

• Strong preference for experience in B2B SaaS.

• Proven track record of redesigning and scaling cross-functional processes with measurable business outcomes.

• In-depth understanding of the post-sales customer lifecycle, including implementation, adoption, value realization, renewal, and expansion.

• Practical experience with generative AI, workflow automation, copilots, agentic workflows, or applying no-code and low-code tools in real business processes.

• A product-oriented mindset with strengths in problem framing, user discovery, prioritization, experimentation, adoption, and outcome measurement.

• Familiarity with enterprise platforms such as Salesforce, Gainsight, PSA systems, support tools, product analytics, learning platforms, or knowledge systems.

• Strong analytical judgment and the capability to build business cases, establish baselines, and quantify value.

• Experience in leading organizational change and influencing teams without direct authority.

• Sound judgment regarding data quality, privacy, security, responsible AI, and human oversight.

• Exceptional written, verbal, facilitation, and executive communication skills.

• Preferred experience in managing an AI, automation, transformation, or center-of-excellence portfolio.

• Preferred experience in working with PSA platforms or services-oriented SaaS businesses.

• Preferred experience in creating workflows using Workato, Zapier, Make, n8n, Power Automate, Retool, Glean, or similar platforms.

• Preferred experience in transitioning prototypes into secure, monitored production environments with Engineering or IT.

• Preferred experience in applying Lean, service design, process mining, change management, or value-stream mapping.

• Preferred understanding of services P&L, utilization, and delivery-efficiency metrics.

🏝️ Benefits

• Competitive compensation.

• Benefits tailored to location and applicable local programs.

• Flexible time off.

• Remote-first work environment.

• Support for professional development.