AI Operations Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AI Operations Specialist based in the United States.

This role sits at the intersection of customer operations, business analysis, process improvement, and emerging AI technologies. You will help transform support operations by identifying inefficiencies and developing practical AI-enabled solutions. Working across Support, Product, R&D, leadership, and customer-facing teams, you will translate needs into measurable improvements. You will help design, configure, test, deploy, and optimize AI tools that enhance troubleshooting, knowledge retrieval, ticket resolution, and automation. The role combines hands-on execution with strategic thinking, giving you ownership from discovery and experimentation through adoption and measurement. As the AI portfolio expands, you will have the opportunity to help shape the operating model for a future AI Support and Operations function. This is an ideal opportunity for a curious, technically capable professional who wants to make AI adoption practical, responsible, and impactful.

Accountabilities

• Drive continuous improvement across customer support by evaluating existing processes, identifying pain points, and recommending solutions that improve customer satisfaction, resolution times, and employee effectiveness.
• Gather and analyze feedback from customers, support teams, leadership, and cross-functional stakeholders to translate business needs into actionable process, technology, and AI improvements.
• Analyze ticket trends, customer interactions, recurring issues, and operational metrics to identify opportunities to reduce customer effort and improve the support experience.
• Identify and prioritize high-value opportunities for AI, automation, and emerging technologies to reduce repetitive work, accelerate resolution, and improve the consistency and quality of customer interactions.
• Help design, configure, test, deploy, and continuously improve AI tools used by employees and customers.
• Serve as a subject matter expert and escalation resource for AI-enabled tools and capabilities, including AI functionality embedded within enterprise applications.
• Monitor AI performance, accuracy, adoption, customer feedback, and business impact, using insights to recommend and implement improvements.
• Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operating standards for AI solutions.
• Coordinate AI and support improvement initiatives across teams, moving ideas from discovery and experimentation through implementation, adoption, and measurement.
• Partner with Product and R&D teams to ensure new AI capabilities are operationally ready, supportable, and appropriately documented before customer rollout.
• Develop training materials, troubleshooting procedures, knowledge articles, and best practices for teams using or supporting AI capabilities.
• Champion responsible AI adoption by helping employees understand where AI can create meaningful value and how to use AI tools effectively, securely, and appropriately.
• Establish success metrics for transformation initiatives, including operational efficiency, adoption, customer satisfaction, ticket volume, resolution time, and employee experience.
• Help define the processes, governance, and operating model for a future AI Support and Operations function as the AI portfolio grows.
• Contribute to a culture of experimentation, continuous learning, documentation, and responsible technology adoption.

Requirements

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related field; equivalent education and experience may also be considered.
• Strong analytical and investigative capabilities, with the ability to identify problems, understand customer needs, analyze data, and recommend practical solutions.
• Demonstrated experience evaluating business processes and driving improvements from initial discovery through implementation.
• Experience using generative AI and AI-assisted tools, with a strong understanding of their practical applications and limitations.
• Strong technical aptitude and the ability to quickly learn new AI platforms, enterprise applications, automation tools, and emerging technologies.
• A customer-focused mindset with a demonstrated interest in improving both customer and employ…