Remote People Operations & Development Lead

Pro Coffee Gear, LLC; Ciudad de Mendoza; Remote; ARS 63,667,000 - 100,049,000; Full time

Job summary

WSP is seeking an AI Operations & Enablement Analyst to build and maintain knowledge bases, playbooks, and enablement content for AI tools. You will measure adoption, track value metrics, and produce leadership readouts with clear recommendations.

Your role includes creating reusable AI prompts, maintaining content governance, and ensuring responsible AI practices across the Service Desk and OSS. Collaboration across teams is essential in a matrixed environment.

Qualifications

• Experience in a matrixed environment shaping priorities across teams.
• Experience developing reusable AI playbooks and prompt patterns with version control.
• Knowledge of responsible AI, privacy and data handling practices.
• Strong technical writing for knowledge base content and standards.
• Experience tracking adoption metrics and segmenting insights by persona/region.
• Ability to produce dashboards and leadership readouts linking metrics to outcomes.

Responsibilities

• Maintain a governed library of approved playbooks and prompts.
• Create and maintain knowledge base articles for service desk readiness.
• Deliver targeted enablement for support teams to reduce time-to-resolution.
• Track adoption and value metrics by persona, region, and business line.
• Analyze trends to identify barriers and drive improvements through updated playbooks.
• Produce leadership dashboards and readouts with recommendations.

Skills

Matrixed environment

AI playbooks

Responsible AI

Technical writing

Knowledge base content

Analytics & metrics

Dashboards & readouts

Job description

AI Operations & Enablement Analyst

What if you could redefine what's possible? With us, you can.

With us, you can. You want Purpose. Growth. Opportunity. People who get it.

We are the home of ambitious, passionate, and innovative world shapers.

With an unmatched breadth and depth of engineering, advisory and science based expertise, our global minds unite to power local solutions.

We are pathfinders and impact makers.

We are Visioneers.

We are WSP.

The Opportunity - Build the Future with Us

The AI Operations & Enablement Analyst ensures support readiness by creating knowledge base content and delivering targeted enablement for the Service Desk and OSS to improve first-contact resolution. The role also measures and communicates impact by tracking adoption/value metrics, analyzing trends to remove barriers, and producing dashboards and leadership readouts with clear recommendations.

Your Impact

You will:

• Maintain a governed, searchable library of approved playbooks and prompts (version control, change notes, and deprecation of outdated patterns).
• Create and maintain knowledge base articles (how-to, troubleshooting, known issues, escalation paths) to keep the Service Desk and OSS ready to support AI tools and products.
• Deliver targeted enablement for support teams (walkthroughs, office hours, and release briefings) to reduce time-to-resolution and improve first-contact support.
• Track and report adoption and value metrics (usage, retention, feature penetration, time saved), including segmentation by persona, region, and business line.
• Analyze trends to identify adoption barriers and opportunities; recommend targeted actions such as new playbooks, training updates, or product feedback.
• Produce dashboards and monthly/quarterly leadership readouts that connect adoption metrics to outcomes, risks, and recommended next steps.

The Skills That Set You Apart

You bring:

• Demonstrated success working in a matrixed environment, aligning priorities across teams to execute shared goals.
• Experience developing and maintaining reusable AI playbooks and prompt patterns, including version control, change notes, and retirement of outdated content.
• Working knowledge of responsible AI and safe-use practices (privacy, confidentiality, data handling) and the ability to embed quality and verification guardrails into enablement materials.
• Strong technical writing skills with experience producing knowledge base content (how-to, troubleshooting, known issues, escalation paths) and applying content standards/taxonomy to keep information easy to find.
• Proven ability to enable support teams with a focus on improving first-contact resolution and time-to-resolution.
• Strong analytical skills with experience tracking adoption and value metrics (usage, retention, feature penetration, time saved) and segmenting insights by persona, region, and business line.
• Experience producing dashboards and leadership readouts that connect metrics to outcomes, risks, and clear recommendations.
• Ability to identify adoption barriers, synthesize root causes, and drive improvements through updated playbooks, targeted enablement, and actionable product feedback.

#LI-VVB

#Chile

Title: AI Operations & Enablement Analyst

Location: CHL-SANTIAGO

Other Locations: CO-CU-Bogotá D.C., AR-M-Mendoza, MX-MX-Ciudad de México, PE-LIM-Lima, BR-SP-São Paulo

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