AI Operations Lead

Role Description

The AI Operations Lead, CPX serves as the strategic thought leader for Artificial Intelligence (AI) integration across CPX systems and processes. In this advanced individual contributor role, you will partner extensively with CPX Leadership and Business Technology to optimize our growing tech stack, operationalize metrics and deployment of high-value AI use cases, oversee technology spend, and build scalable solutions that evolve how our teams operate.

• 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.

Qualifications

• 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.

Requirements

• 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

• Salary range in the US: $118,000.00 - $194,000.00.
• A discretionary bonus typically paid annually.
• Restricted Stock Units granted at time of hire.
• 401(k) match and comprehensive employee benefits package.