AI Operations Lead, CPX

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Job Description:

  • Direct AI enablement across CPX, transitioning from hands-on tactical execution to scalable, department-wide strategic leadership
  • Own and maintain a comprehensive catalogue of AI use cases across CPX functions (Professional Services, Customer Success, Support), serving as the critical link to turn team ideas into standard operational workflows
  • Define and continuously improve processes for the internal utilization of generative AI, autonomous agents, and machine-assisted development workflows
  • Consult with CPX functions—including Professional Services, Customer Success, and Support—to identify, prioritize, and formalize intake workflows for a continuous pipeline of agentic solutions
  • Partner directly with Business Technology and InfoSec to ensure secure-by-default practices, compliance, adoption, and lifecycle management of AI tooling
  • Own responsibility for managing CPX AI technology spend, monitoring ROI, tracking financial benchmarks, and implementing measurement frameworks to quantify cost metrics against output volume
  • Drive the definition of success in highly ambiguous spaces, utilizing a structured 30-60-90 day roadmap to establish empirical baselines, execute controlled pilots, and scale delivery
  • Identify and document shadow or undocumented workflows across CPX functions to develop AI-augmented standards that drive successful sub-functional outcomes
  • Provide mentorship, technical oversight, and strategic direction to distributed AI Champions and cross-functional project teams without formal administrative people management responsibilities
  • Operate as an advanced individual contributor to standardize processes for enablement, deployment, tool assessment, and prototyping AI solutions

Requirements:

  • Undergraduate degree or equivalent combination of education and experience in a related field
  • 8+ years of progressive experience in business operations, technology program management, customer operations (CS/Services/Support), or digital transformation
  • Recognized as a subject matter expert in AI tooling, Business technology stack & workflow system within a SaaS environment
  • Proven experience in vendor management, software procurement processes, and technology budget oversight
  • Direct strategic experience leveraging AI investments across platforms like Claude, Gong, NotebookLM, Gemini, Workato, or similar enterprise tools
  • Strong background in business process re-engineering, change management, cohort analytics, and driving user adoption across non-technical teams

Benefits:

  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire
  • 401(k) match and comprehensive employee benefits package
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