This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Senior Manager, AI based in the United States.
This is a high-impact, newly created leadership role focused on defining and driving the AI transformation of contact center operations within a fast-scaling fintech environment. You will own the end-to-end AI operations agenda, from identifying high-value opportunities to building the strategy, business cases, and execution roadmap. The role sits at the intersection of operations, product, engineering, and vendor ecosystems, requiring strong cross-functional leadership and strategic clarity. You will be responsible for improving customer experience, operational efficiency, and cost performance through practical, scalable AI solutions. This is a foundational role where you will help establish governance, trust, and execution discipline for AI initiatives across operations. Success in this position means shaping not just individual use cases, but the long-term operating model for how AI is embedded in customer operations.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Operations Senior Manager, AI based in the United States.
This is a high-impact, newly created leadership role focused on defining and driving the AI transformation of contact center operations within a fast-scaling fintech environment. You will own the end-to-end AI operations agenda, from identifying high-value opportunities to building the strategy, business cases, and execution roadmap. The role sits at the intersection of operations, product, engineering, and vendor ecosystems, requiring strong cross-functional leadership and strategic clarity. You will be responsible for improving customer experience, operational efficiency, and cost performance through practical, scalable AI solutions. This is a foundational role where you will help establish governance, trust, and execution discipline for AI initiatives across operations. Success in this position means shaping not just individual use cases, but the long-term operating model for how AI is embedded in customer operations.
Accountabilities:
- Define and lead the AI strategy for contact center and customer operations, identifying high-impact opportunities across the customer journey.
- Evaluate, prioritize, and size operational problems to determine where AI and automation can deliver measurable value.
- Build clear business cases, roadmaps, and sequencing plans for AI initiatives in collaboration with cross-functional stakeholders.
- Partner with Product, Engineering, Operations, and external vendors to design and implement AI-driven solutions.
- Establish governance frameworks to ensure AI initiatives are scalable, measurable, and continuously improved over time.
- Drive execution of AI programs while ensuring alignment with operational KPIs such as cost, quality, and customer experience.
- Influence and align cross-functional teams without formal authority, ensuring accountability and delivery across stakeholders.
- Analyze operational data, customer interactions, and support trends to identify inefficiencies and improvement opportunities.
- Build trust and alignment with executive leadership by delivering measurable outcomes and structured progress updates.
- Monitor and manage second-order operational impacts to ensure sustainable, system-wide improvements.
- 5+ years of program or project management experience in complex operational environments.
- 5+ years of leadership experience in operations, ideally within contact center or customer operations settings.
- Proven ability to lead cross-functional initiatives in ambiguous, fast-changing environments.
- Strong strategic thinking skills with a track record of translating ideas into execution and measurable outcomes.
- Experience working with AI, automation, or digital transformation initiatives in operational contexts is highly preferred.
- Strong analytical and structured problem-solving abilities with a data-driven mindset.
- Ability to operate independently, define priorities, and build alignment without a predefined playbook.
- Excellent stakeholder management and influencing skills across technical and non-technical teams.
- Willingness to travel approximately four times per year for short business trips.
- Experience in financial services or consumer-facing digital products is a plus.
- Competitive base salary range of $136,000–$162,000 annually
- Eligibility for annual incentive and equity programs
- Comprehensive health, dental, and vision insurance coverage
- 401(k) retirement plan with company match
- Monthly wellness stipend to support personal well-being
- Paid time off and flexible remote-first work environment
- Paid parental leave and family support benefits
- Flexible spending accounts for healthcare and dependent care expenses
- Opportunity to shape a new AI operations function from the ground up in a high-growth fintech environment.