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 outcomes in 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-facing experiences. **Who you are:** This role is ideal for someone who thrives in ambiguity, leads with curiosity, and can independently identify what 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. **What you get to do every day:** - Identify and 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; determine whether 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 customer outcomes with formal cross-functional tiger teams to validate use cases before scaling - 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 support team skill building and adoption - Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact - Establish clear success metrics and ensure initiatives deliver measurable business value and customer outcomes (TTV, adoption, escalation reduction, etc.) - Surface gaps and opportunities proactively, and independently drive them to resolution **What you bring to the role:** - 3+ 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 with a track record of delivering complex initiatives - Comfort operating in ambiguous environments with competing priorities - Outcomes-oriented mindset with a bias toward action and accountability - High level of intellectual curiosity and a willingness to rapidly learn new tools and technologies - Ability to work cross-functionally and influence/hold accountability without direct authority - Transparent communication style with strong follow-through - Proven ability to "dream it and do it"-balancing vision with practical execution **What sets 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. **Why you'll love working at AlertMedia:** - 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 love celebrating each other! - Commitment to community service with opportunities to give back - A Best Places to Work company 10 years in a row and numerous other awards - Access to brand new downtown office with 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.