The Head of AI Operations is a senior role that will play a major part in the next phase of Otonomee’s development and in how we create value for our customers through the intelligent use of AI in operations. This role sits at the intersection of operations, technology, sales, and product development, with a mandate to drive efficiency, scalability, customer outcomes, and commercial performance.  
 
The role will help define and lead Otonomee’s AI and technology vision for customer operations, translating that vision into practical roadmaps, solutions, and services that can be deployed at scale across clients and internal teams. This includes maximising the value of 3rd party platforms, sourcing and integrating new technologies, working with development partners and ensuring that innovation is embedded into day-to-day delivery rather than treated as standalone initiatives.  
 
This role will lead the development of our partner strategy as we aim to develop our Ai implementation capabilities and expertise in 3rd party platforms.   
 
Success in this role will be measured by tangible outcomes: the creation of new business opportunities and revenue streams by offering Ai enabled services, consulting on operational transformation, developing stronger client relationships, reduced operational costs, and increased scalability, .  
This is a senior role suitable for an ambitious leader and will initially report into the CEO. This is a great opportunity for an ambitious leader looking to make a major impact on the strategy, direction and success of a fast scaling, award winning business.   
 
WHAT YOU'LL BE DOING  

 Overall Purpose  

• Lead the development and evolution of Ai tools and services that enhance Otonomee’s service offering and value proposition. 
• Bring a product development mindset to our Ai offering and own the roadmap for AI enabled services that will be developed and owned by Otonomee (IP)
•  Own relationships with technology partners and 3rd party AI service providers and AI CX platforms.
• Lead solution design, build and implementation of AI solutions for customers.
• Support sales in understanding customer requirements and creating innovative commercially compelling solutions that help us win new customers
• Act as a consultant for customers where there is an opportunity for improvement in their customer support operations through the adoption of Ai and new practices enabled by AI
• Lead the development of Otonomee’s use of AI in customer operations through the transfer of expertise from partners. Own the recruitment of the team required to support and grow Otonomee’s AI capability.

Support Sales and Operations Teams in solutioning new opportunities.  

• Understand customer requirements and take ownership for solution design and development
• Work with operations to find opportunities to make proactive offerings to customers
• Support the implementation of new AI technology and contribute to the design of new practices in customer operations 

Implementation and transforming customer operations  

• Ai technology alone will not improve our customer operations, and you will be required to work with our client facing teams to ensure that processes and practices are adapted appropriately to ensure a successful implementation of AI services
• Support process re-design, new role definition and Team Member training as required to ensure operational improvements are achieved and benefits realised.
• Hands on experience of transforming customer support operations through the successful adoption of AI is a must

Growing and managing our partnership network  

• Work with partners to understand how their offerings can support the further development of Otonomee’s AI services
• Where Otonomee participates in partnership programmes with Ai platform providers, you will be accountable for the entire project lifecycle from analysis, design and implementation
• Identify and build relationships with relevant platform providers 
• Identify new partner programmes that Otonomee should consider 

Drive improvement and efficiencies in our operations through the use and adoption of technology.  

• Work with operations to envision a future operating model that includes a significant leap and advancement in Otonomee’s use of technology and specifically AI
• Ensure internal support depts are at the cutting edge of CX industry through adoption of AI enabled solutions and products across quality, training, insights, reporting, workforce management and learning and development