To support that investment, we are excited to add an AI Automation Manager. This is a net-new role and a rare opportunity to build something from the ground up. You will hire, develop, and lead a team of AI Implementation Specialists while remaining hands-on in customer engagements. This role blends people leadership, technical problem-solving, and customer-facing delivery.
You will work closely with Engineering, Sales, Product, and Implementation teams to deliver AI-driven solutions for SMB customers, while establishing the processes, documentation, and best practices that will define this function at BCM One.
Work Locations:
This is a hybrid position based out of one of the following office locations: Grand Rapids or Blue Bell with an expectation of 2 days per week in the office. This position must live and be authorized to work in the United States; it is not eligible for relocation or sponsorship.
Hours:
8AM - 5PM EST time
Travel:
Approximately 5% travel, primarily for training purposes.
What You Will Do:
- Lead, hire, mentor, and develop a team of AI Implementation Specialists, including onboarding, training, performance management, and ongoing coaching.
- Oversee the end-to-end implementation of AI automation projects, including AI-powered voice and communication agents for customers.
- Act as a working manager, partnering directly with customers to design, build, train, and test AI agents while supporting your team on live engagements.
- Collaborate cross-functionally with Sales, Product, Engineering, and Operations to align implementation capabilities with business and customer objectives.
- Develop and maintain implementation best practices, templates, documentation, and quality standards to ensure consistency and scalability.
- Manage resource allocation and prioritize work across multiple customer implementations.
- Serve as the primary escalation point for complex technical or customer issues and lead resolution efforts.
- Track and report on key performance indicators related to team performance, customer satisfaction, and operational efficiency.
- Partner with Product teams to provide customer feedback and influence the ongoing evolution of AI platform capabilities.
What You Will Need:
- Bachelor's degree in computer science, Information Technology, Communications, or a related field, or equivalent practical experience.
- Experience leading and developing technical or implementation teams, including hiring, training, and performance management.
- Hands-on experience with AI technologies, automation platforms, or conversational AI solutions such as chatbots or AI agents.
- Strong understanding of AI-driven communication workflows, including voice, automation, and customer interaction design.
- Demonstrated success in customer-facing roles, with the ability to manage expectations and drive positive outcomes for SMB and enterprise customers.
- Proven ability to build processes, create documentation, and improve operational efficiency in a growing or evolving environment.
- Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
- Analytical problem-solving skills and comfort handling escalations in fast-paced, customer-driven settings.
How we take care of you:
- Competitive industry salaries
- Comprehensive medical, dental, and vision insurance
- Company-provided life and disability insurance
- Matching 401 (k) plan
- Employee Emergency Assistance Fund
- Paid holidays and vacation time
- FMLA
