Strategy & Ops Lead, Applied AI

We are hiring an Applied AI Strategy & Ops Lead to own and evolve our internal tooling ecosystem across Ops. This is a hands-on individual contributor role with real ownership. You'll work across a range of tools including support platforms, AI-driven systems, and internal automations to improve how our day-to-day operations function. You'll act like a product manager, sitting at the intersection of Operations, Engineering, and our frontline teams. You'll partner closely with Ops leadership to set priorities, then turn them into results: refining the systems we already have, introducing new tools where they're needed, and making sure our stack scales with the business. This is not a AI/ML engineer or developer role. You won't be writing production code. If your background is primarily software development, this role probably isn't the right fit.

Responsibilities

Own the roadmap for Ops tooling: gather needs from Ops leadership and frontline teams, prioritize based on impact, and make clear trade-offs; Design and improve workflows and automations across our support platform, AI tools, and internal systems, configuring them yourself where it makes sense; Partner with engineers and developers to scope requirements, write technical specs, and prioritize tooling work that matters most to Ops; Execute against high-priority tooling and automation initiatives across the operational stack; Translate defined problems into practical, well-scoped technical solutions; Identify gaps or inefficiencies in current tooling and proactively address them; Troubleshoot issues, improve system reliability, and ensure tools perform effectively in production; Contribute to ongoing improvements in how our systems connect and operate together

Requirements

Product thinking: You've owned a tool, process, or internal product end to end, from defining the problem to measuring the result; Technical Fluency: You're comfortable working with APIs, integrations, and automation tooling. You can build and debug independently and hold your own in technical conversations with engineers; Execution Discipline: You take defined problems and drive them through to completion. You manage multiple priorities effectively and maintain a high bar for quality and reliability; Systems Thinking: You understand how tools, workflows, and dependencies connect. You look for ways to improve how systems operate together, not just individual components; Problem Solving: You can take loosely defined or scoped problems and translate them into practical, well-structured solutions; Ownership Mindset: You take responsibility for delivering high-quality work and improving the team's day-to-day operations through better tooling and processes

Nice to have

Experience working with support platforms such as Zendesk; Familiarity with AI-driven tools and automation workflows; Background in Ops, Support, or CX environments; Experience working with evolving or fragmented tooling stacks