Operations Senior Manager, AI

Role overview

This is a newly established leadership position focused on shaping how AI transforms contact center and customer operations within a fast-growing fintech business in the United States. The role owns the full AI operations agenda, from spotting the best opportunities to building the strategy, business cases, and delivery plan.

The position sits across operations, product, engineering, and vendor partnerships. It calls for a leader who can bring structure, clarity, and momentum to AI work that improves customer experience, boosts efficiency, and reduces operating costs. A major part of the job is building the governance, trust, and execution discipline needed to make AI sustainable across operations.

As this is a foundational role, success will come from influencing how AI is embedded into the long-term operating model, not just delivering isolated projects.

Key accountabilities

• Set the AI direction for contact center and customer operations, with a focus on the highest-value opportunities across the customer journey.
• Assess and rank operational pain points to determine where automation and AI can produce measurable improvements.
• Create business cases, implementation roadmaps, and rollout sequences together with cross-functional partners.
• Work closely with Product, Engineering, Operations, and outside vendors to design and deliver AI-enabled solutions.
• Put governance practices in place so AI initiatives remain scalable, measurable, and continuously improved.
• Lead execution of AI programs while keeping cost, quality, and customer experience goals in view.
• Align and influence stakeholders across functions even without direct reporting authority.
• Review operational data, customer interactions, and support patterns to uncover inefficiencies and improvement areas.
• Build confidence with executive leaders by reporting progress clearly and showing measurable outcomes.
• Track downstream operational effects so improvements are durable and beneficial at the system level.

Requirements

• At least 5 years of program or project management experience in complex operating environments.
• At least 5 years of leadership experience in operations, preferably in contact center or customer operations.
• Demonstrated success leading cross-functional work in ambiguous and fast-changing settings.
• Strong strategic judgment and the ability to convert ideas into execution and measurable results.
• Background in AI, automation, or digital transformation within an operations context is strongly preferred.
• Excellent analytical ability and a structured, data-led approach to solving problems.
• Comfort working independently, setting priorities, and creating alignment without a preset playbook.
• Strong stakeholder management and influencing skills with both technical and non-technical teams.
• Willingness to travel about four times a year for short business trips.
• Experience in financial services or consumer-facing digital products is an advantage.

Perks and benefits

• Annual base salary between $136,000 and $162,000.
• Eligibility for annual incentive and equity plans.
• Medical, dental, and vision coverage.
• 401(k) plan with company matching.
• Monthly wellness stipend.
• Paid time off and a flexible remote-first work setup.
• Paid parental leave and family support benefits.
• Flexible spending accounts for healthcare and dependent care.
• Opportunity to build a new AI operations function from the ground up in a high-growth fintech environment.

Additional information

This role is posted on behalf of a partner company, which handles all applications and next steps directly. The employer uses an AI-supported matching process to review candidates objectively against the role’s core requirements before sharing a shortlist with the hiring team.

Applications are processed with personal-data safeguards. Candidate information may be reviewed using AI tools as part of the hiring workflow, but human judgment remains central and final hiring decisions are made by people. The role also includes travel of approximately four short business trips per year.