CX AI & Automation Lead

CX AI & Automation Lead In Austria

This role is an exciting opportunity to lead the development and deployment of AI-driven automation solutions within a fast-paced customer experience environment. You will play a key role in shaping scalable operational processes, improving service quality, and enabling teams to work more efficiently through intelligent tooling and automation. Working cross-functionally with operations, engineering, product, and data teams, you will drive initiatives from concept to production while influencing long-term CX strategy. The position combines technical ownership, programme delivery, and operational problem-solving in a highly autonomous and remote-first environment. It is ideal for someone who enjoys building impactful systems, translating complex technical concepts into business value, and creating seamless customer support experiences at scale. You'll have the opportunity to work with modern AI technologies, low-code platforms, and integration systems while directly contributing to the future of customer operations.

Accountabilities:

• Lead the end-to-end delivery of AI and automation initiatives across customer experience operations, from scoping and solution design to deployment and continuous optimization.
• Build and maintain automated workflows, AI agents, and integrations that improve operational efficiency, reduce manual tasks, and enhance support quality.
• Design reliable and scalable integrations using APIs, webhooks, and workflow automation platforms while ensuring operational stability and auditability.
• Collaborate closely with customer operations, engineering, product, and data teams to identify workflow pain points and implement practical automation solutions.
• Manage cross-functional programmes, track dependencies, communicate progress proactively, and ensure initiatives are delivered successfully.
• Monitor operational metrics and performance data to evaluate automation impact, define success criteria, and continuously improve processes.
• Maintain clear and comprehensive documentation for systems, workflows, and technical processes while identifying and resolving technical debt.
• Stay informed about emerging AI and automation technologies, providing strategic recommendations to leadership on new opportunities and best practices.

Requirements:

• Strong experience building automation systems, integrations, or AI-driven workflows within customer support, operations, or CX environments.
• Proven ability to manage complex technical programmes and deliver projects independently from planning through production rollout.
• Hands-on technical expertise with APIs, webhooks, integration standards, and workflow automation platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar tools.
• Experience working with AI-assisted development tools and deploying AI agents or AI-supported workflows in production environments.
• Ability to evaluate operational challenges critically and determine when automation is appropriate versus when human intervention is more effective.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
• Comfortable working autonomously in a remote-first and asynchronous environment with a proactive, ownership-driven mindset.
• Excellent documentation, organizational, and stakeholder management skills.
• Fluent written and spoken English.
• Previous experience in remote or globally distributed teams is considered a plus.

Benefits:

• Competitive salary package with globally benchmarked compensation practices.
• Fully remote work environment with the flexibility to work from anywhere.
• Flexible working hours and asynchronous collaboration model.
• Generous paid time off policy.
• 16 weeks of paid parental leave.
• Mental health and wellness support services.
• Stock options and long-term growth incentives.
• Learning and development budget for professional growth.
• Home office setup budget and IT equipment support.
• Budget for local co-working spaces and in-person social events.
• Inclusive and diverse work culture focused on collaboration, innovation, and employee well-being.