Customer Operations AI Transformation Lead

As a Customer Operations AI Transformation Lead, you will drive the strategy, execution, and adoption of AI initiatives across the Customer Operations organization. You will work closely with senior leadership and cross-functional stakeholders to identify high-impact opportunities for AI, translate them into scalable programs, and ensure measurable business outcomes.

In this role, you will lead multiple AI transformation projects—spanning processes, tooling, automation, analytics, and customer-facing operational workflows—while establishing governance, best practices, and success metrics. You will ensure alignment across teams, mitigate risks, and build organizational readiness for change.

What you’ll do:

AI Transformation Strategy & Planning

Define and articulate the AI transformation roadmap for Customer Operations aligned with organizational goals.

Identify and prioritize AI use cases with clear ROI (efficiency, quality, customer experience).

Build detailed execution plans including timelines, milestones, dependencies, and resources.

Program Oversight & Execution

Lead the delivery of multiple AI initiatives (automation, copilots, workflow optimization, knowledge enablement).

Monitor progress, manage dependencies, and ensure adherence to quality and delivery standards.

Track impact using KPIs (e.g., cycle time reduction, cost-to-serve, deflection, quality improvements).

Manage resource allocation across projects and ensure operational continuity during change.

Stakeholder Management & Change Enablement

Serve as the primary point of contact for senior management on AI transformation progress.

Align cross-functional stakeholders (Ops, CS, Product, R&D, Data, IT, Security).

Drive adoption by building enablement plans, training, communications, and feedback loops.

Governance, Standards & Risk Management

Establish best practices for AI implementation in Customer Operations (process, tooling, documentation).

Define governance for AI usage (quality control, privacy, security, compliance, escalation flows).

Identify risks early and develop mitigation and contingency plans.

Reporting & Documentation

Prepare and present regular program updates including milestones, outcomes, risks, and KPIs.

Maintain structured documentation: business cases, implementation plans, adoption plans, lessons learned.

Requirements:

You’ll do it using:

7+ years of experience leading complex customer operations programs/projects in a global SaaS company

Proven experience driving AI cross-functional transformation initiatives

Strong project/program management capabilities with a track record of influencing senior stakeholders

Deep passion for continuous improvement, operational excellence, and scalable processes

Strong ability to bridge between business needs and technical capabilities (AI tools, automation, data)

Excellent communication and leadership skills with internal stakeholders and partners

Proactive, hands-on, detail-oriented, and results-driven mindset

Strong interpersonal skills: verbal, written, and presentation skills in Hebrew and English

Experience in problem-solving within fast-paced, globally distributed, and constantly changing environments

High level of professionalism, energy, and sense of urgency to “make things happen”

Relevant certifications (e.g., PMP, PRINCE2) – advantage

Position Intro:

Earnix is the premier provider of mission-critical, cloud-based intelligent decisioning across pricing, rating, underwriting, and product personalization. These fully-integrated solutions provide ultra-fast ROI and are designed to transform how global insurers and banks are run by unlocking value across all facets of the business. Earnix has been innovating for insurers and banks since 2001 with customers in over 35 countries across six continents and offices in the Americas, Europe, Asia Pacific, and Israel.