AI & Automation Lead, Customer Operations Austin, TX HQ

AI & Automation Lead, Customer Operations Austin, TX HQ Do work that matters. At AlertMedia, At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform. Our core values drive usinour important mission of keeping people safe& informed: We’rehumans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off We’re looking for a highly motivated, execution-focused AI & Automation Lead, Customer Operations to drive the application of AI within Customer Operations. This role sits at the intersection of strategy, technology, and execution— identifying high-impact opportunities, shaping solutions, and delivering measurable outcomesin partnership with the Customer Operations team members. You will be responsible for translating real operational pain points into scalable AI-driven solutions, leveraging both existing tools and new technologies . This is not a theoretical or advisory role— you’ll be expected to move quickly from idea to implementation,leading initiatives that materially improve efficiency, quality, and customer-facingexperiences. Whoyou are: This roleis ideal for someone who thrives in ambiguity, leads with curiosity, and can independentlyidentifywhat matters most. You have the technical fluency to bring ideas to life and the interpersonal savvy to move work forward across teams without needing a formal playbook to get started. Whatyou get to do every day: Identifyand deeply understand friction points across Customer Operations, and translate them into actionable AI and automation opportunities Evaluate existing internal tools and systems to unlock underutilized capabilities and propose new, high-impact use cases Assess, vet, and recommend external AI technologies;determinewhether to buy, build, or adapt Lead end-to-end execution of AI-driven initiatives—from concept through deployment and iteration Drive large-scale transformation projects that improve operational efficiency, scalability, and customeroutcomeswithformalcross-functionaltigerteams tovalidateuse casesbeforescaling Partner cross-functionally with Engineering, Product, Data, and AI teams to deliver solutions quickly and effectively Collaborate with L&D team to build and deploy enablement programs to supportteam skill building andadoption Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact Establish clear success metrics and ensure initiatives deliver measurablebusiness valueand customer outcomes(TTV,adoption,escalation reduction,etc.) Surface gaps and opportunities proactively, and independently drive them to resolution Whatyou bring to the role: 2+ years of professional experience in a technical, operations, or strategy role Experience in customer success or implementation is preferred Engineering, computer science, or coding background preferred Demonstrated ability to take ideas from concept to execution with minimal oversight Strong project management skills witha track recordof delivering complex initiatives Comfortoperatingin ambiguous environments with competing priorities Outcomes-oriented mindset with a bias toward action and accountability High levelof intellectual curiosity and a willingness to rapidly learn new tools and technologies Ability to work cross-functionally and influence/holdaccountabilitywithout direct authority Transparent communication style with strong follow-through Proven ability to “dream it and do it”—balancing vision with practical execution Whatsets you apart: Experience applying automation in an operations environment Familiarity with modern AI tooling (LLMs, workflow automation, APIs, etc.) Strong systems thinking and process optimization mindset Experience evaluating and implementing third-party tools vs. building in-house solutions Why this role matters: This role is critical to shaping how Customer Operations evolves in an AI-first world. You’ll have direct visibility with senior leadership and the autonomy to move quickly, experiment, and drive meaningful change. The work you do will directly impact team efficiency, scalability, and the overall customer experience. Whyyou’lllove working atAlertMedia: Competitive base salary + Company-wide bonus program Generous and flexible time and parental leave policies Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees! 401K with a generous company match Amazing rewards and incentives – we lovecelebratingeachother! Commitment to community service with opportunities to give back A Best Places to Work company 10 years in a row andnumerousother awards Access to brand new downtownofficewith 360 views of Austin, high-tech building gym, and nearby running trails Ongoing career development opportunities with our Learning and Development team Location: Austin, TX. This is an in-office, position (2 days a week) in our beautiful downtown Austin, Texas headquarters Sponsorship: AlertMedia does not sponsor candidates. About AlertMedia: AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizesidentify, respond to, and recover from critical events faster and more confidently.AlertMediasupports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart in more than 150 countries. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, andequitableworkplace for all people is key to our success andcore to ourvalues. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage.We'dlove to get to know you better and share how we serve our amazing customers. For more information, please visit . #J-18808-Ljbffr Alert Media, Inc.