Customer Operations AI Transformation Lead

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 youll 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.