AI Operations Specialist

<h3>Accountabilities</h3><li>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.</li><li>Gather and analyze feedback from customers, support teams, leadership, and cross-functional stakeholders to translate business needs into actionable process, technology, and AI improvements.</li><li>Analyze ticket trends, customer interactions, recurring issues, and operational metrics to identify opportunities to reduce customer effort and improve the support experience.</li><li>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.</li><li>Help design, configure, test, deploy, and continuously improve AI tools used by employees and customers.</li><li>Serve as a subject matter expert and escalation resource for AI-enabled tools and capabilities, including AI functionality embedded within enterprise applications.</li><li>Monitor AI performance, accuracy, adoption, customer feedback, and business impact, using insights to recommend and implement improvements.</li><li>Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operating standards for AI solutions.</li><li>Coordinate AI and support improvement initiatives across teams, moving ideas from discovery and experimentation through implementation, adoption, and measurement.</li><li>Partner with Product and R&amp;D teams to ensure new AI capabilities are operationally ready, supportable, and appropriately documented before customer rollout.</li><li>Develop training materials, troubleshooting procedures, knowledge articles, and best practices for teams using or supporting AI capabilities.</li><li>Champion responsible AI adoption by helping employees understand where AI can create meaningful value and how to use AI tools effectively, securely, and appropriately.</li><li>Establish success metrics for transformation initiatives, including operational efficiency, adoption, customer satisfaction, ticket volume, resolution time, and employee experience.</li><li>Help define the processes, governance, and operating model for a future AI Support and Operations function as the AI portfolio grows.</li><li>Contribute to a culture of experimentation, continuous learning, documentation, and responsible technology adoption.</li><h2>Requirements</h2><li>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.</li><li>Strong analytical and investigative capabilities, with the ability to identify problems, understand customer needs, analyze data, and recommend practical solutions.</li><li>Demonstrated experience evaluating business processes and driving improvements from initial discovery through implementation.</li><li>Experience using generative AI and AI-assisted tools, with a strong understanding of their practical applications and limitations.</li><li>Strong technical aptitude and the ability to quickly learn new AI platforms, enterprise applications, automation tools, and emerging technologies.</li><li>A customer-focused mindset with a demonstrated interest in improving both customer and employee experiences.</li><li>Ability to work independently, manage priorities, and collaborate effectively with Support, Product, R&amp;D, and other cross-functional teams.</li><li>Strong written and verbal communication, organizational, and project-management skills.</li><li>Commitment to continuous learning, experimentation, documentation, and responsible use of AI.</li><li>Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is highly desirable.</li><li>Familiarity with prompt design, AI workflows, knowledge grounding, AI testing, and evaluation is a strong advantage.</li><li>Experience analyzing support data, customer feedback, operational metrics, or service trends to identify improvement opportunities is preferred.</li><li>Familiarity with APIs, SQL, integrations, scripting, or other technical concepts is beneficial.</li><li>Experience with business requirements, user stories, testing, change management, or technology adoption is advantageous.</li><li>Previous experience with enterprise software, ERP, CIS, utility technology, or the utility industry is a plus.</li><li>Willingness and ability to travel internationally approximately 25% as required.</li><li>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.</li><h2>Benefits</h2><li>Base salary range of<strong>$75,000–$85,000</strong>.</li><li>Three weeks of vacation.</li><li>Five personal days.</li><li>Comprehensive medical, dental, and vision benefits beginning on the first day of employment.</li><li>Employee stock ownership opportunities.</li><li>RRSP/401(k) matching programs.</li><li>Lifestyle rewards and additional employee benefits.</li><li>Remote work flexibility.</li><li>Opportunity to work across customer operations, AI, automation, product, and technology.</li><li>Potential career progression into a leadership role overseeing an AI Support and Operations function as the organization grows.</li><li>Collaborative environment focused on innovation, continuous learning, and meaningful customer impact.</li>