AI Operations Specialist

Accountabilities

Drive continuous improvement across customer support by evaluating existing processes, identifying pain points, and recommending solutions that improve customer satisfaction, resolution times, and employee effectiveness.
Gather and analyze feedback from customers, support teams, leadership, and cross-functional stakeholders to translate business needs into actionable process, technology, and AI improvements.
Analyze ticket trends, customer interactions, recurring issues, and operational metrics to identify opportunities to reduce customer effort and improve the support experience.
Identify and prioritize high-value opportunities for AI, automation, and emerging technologies to reduce repetitive work, accelerate resolution, and improve the consistency and quality of customer interactions.
Help design, configure, test, deploy, and continuously improve AI tools used by employees and customers.
Serve as a subject matter expert and escalation resource for AI-enabled tools and capabilities, including AI functionality embedded within enterprise applications.
Monitor AI performance, accuracy, adoption, customer feedback, and business impact, using insights to recommend and implement improvements.
Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operating standards for AI solutions.
Coordinate AI and support improvement initiatives across teams, moving ideas from discovery and experimentation through implementation, adoption, and measurement.
Partner with Product and R&D teams to ensure new AI capabilities are operationally ready, supportable, and appropriately documented before customer rollout.
Develop training materials, troubleshooting procedures, knowledge articles, and best practices for teams using or supporting AI capabilities.
Champion responsible AI adoption by helping employees understand where AI can create meaningful value and how to use AI tools effectively, securely, and appropriately.
Establish success metrics for transformation initiatives, including operational efficiency, adoption, customer satisfaction, ticket volume, resolution time, and employee experience.
Help define the processes, governance, and operating model for a future AI Support and Operations function as the AI portfolio grows.
Contribute to a culture of experimentation, continuous learning, documentation, and responsible technology adoption.
Requirements
3+ years of experience in customer support, business analysis, process improvement, technical support, or a related field; equivalent education and experience may also be considered.
Strong analytical and investigative capabilities, with the ability to identify problems, understand customer needs, analyze data, and recommend practical solutions.
Demonstrated experience evaluating business processes and driving improvements from initial discovery through implementation.
Experience using generative AI and AI-assisted tools, with a strong understanding of their practical applications and limitations.
Strong technical aptitude and the ability to quickly learn new AI platforms, enterprise applications, automation tools, and emerging technologies.
A customer-focused mindset with a demonstrated interest in improving both customer and employee experiences.
Ability to work independently, manage priorities, and collaborate effectively with Support, Product, R&D, and other cross-functional teams.
Strong written and verbal communication, organizational, and project-management skills.
Commitment to continuous learning, experimentation, documentation, and responsible use of AI.
Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is highly desirable.
Familiarity with prompt design, AI workflows, knowledge grounding, AI testing, and evaluation is a strong advantage.
Experience analyzing support data, customer feedback, operational metrics, or service trends to identify improvement opportunities is preferred.
Familiarity with APIs, SQL, integrations, scripting, or other technical concepts is beneficial.
Experience with business requirements, user stories, testing, change management, or technology adoption is advantageous.
Previous experience with enterprise software, ERP, CIS, utility technology, or the utility industry is a plus.
Willingness and ability to travel internationally approximately 25% as required.
Candidates must hold a valid passport and be legally eligible to travel internationally, including meeting applicable entry or visa requirements for the United States, Canada, and the Caribbean.
Benefits
Base salary range of $75,000–$85,000.
Three weeks of vacation.
Five personal days.
Comprehensive medical, dental, and vision benefits beginning on the first day of employment.
Employee stock ownership opportunities.
RRSP/401(k) matching programs.
Lifestyle rewards and additional employee benefits.
Remote work flexibility.
Opportunity to work across customer operations, AI, automation, product, and technology.
Potential career progression into a leadership role overseeing an AI Support and Operations function as the organization grows.
Collaborative environment focused on innovation, continuous learning, and meaningful customer impact.