AI Operations Manager (Product Team)

About the Role

As the AI Operations Manager at International CCaaS provider (Software for Call Centers), you will lead the strategy and execution of how AI transforms our Customer Experience (CX) and internal team workflows. This is a hands-on, building role—not a research position. You will design, ship, and scale AI-powered tools and agents that shift us from reactive to proactive customer engagement.

Reporting directly to the Chief Product Officer, you will bridge the gap between product, engineering, and business operations to build high-impact automated systems.

What You'll Do

Build & Deploy: Create AI agents and automated platforms that make our CX faster, higher quality, and more reliable.

Balance Human + AI: Define how AI agents and human operators divide tasks to ensure seamless customer support.

Enable Teams: Train and empower operations teams to actively use, improve, and ship internal AI systems.

Evaluate & Iterate: Build evaluation frameworks, QA checks, and dashboards to continuously monitor and improve AI tool performance.

Optimize Infrastructure: Partner with engineering to solve data reliability, shared AI skills, and scalability challenges.

Share the Story: Assist with customer pitches, conferences, and content to showcase our AI journey to the market.

What You Need

• 5+ years in Product Management, Applied AI, Product Operations, or a hybrid builder role shipping AI systems at scale
• Hands-on AI Experience: Prototyped and iterated on AI tools (not just managed roadmaps). Fluent with modern AI tools like Cursor, Claude Code, or Codex
• Core LLM Knowledge: Understanding of prompting, fine-tuning, embeddings, retrieval, and evaluation
• Operational Empathy & Customer Obsession: Ability to collaborate with cross-functional teams (Sales, CX, Finance) and keep the user experience first
• Strong Communication: Skilled at writing clear documentation and translating technical concepts for non-technical audiences
• Data & Eval Literacy: Ability to measure system performance using data-driven metrics
• Autonomy: High ownership, comfortable with ambiguity, and a default-to-building mindset

Nice-to-Haves

• Experience managing small technical or operational teams
• Background in high-growth enterprise SaaS startups
• Experience with internal change management and rolling out new workflows
• Interest in commercializing internal AI work for external clients

This Role is NOT for You If:

• You prefer writing strategy decks over hands-on building
• Your passion lies in theoretical AI research rather than applied AI
• You aren't interested in the foundational infrastructure work required to make AI systems scalable and reliable

Don't check every box? Apply anyway! We value exceptional talent over perfect paperwork.

Benefits (Global)

• Flexible PTO
• Unlimited AI token usage
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for travel across company locations

We are an equal opportunity employer and value diversity, fostering an inclusive environment for all team members.

Please only apply if you meet the vacancy requirements.