AI Operations Manager

Jobtailor; Pasig; On-site; PHP 500,000 - 750,000; Full time

Job summary

Jobtailor is seeking a Care AI Client Success professional to guide client onboarding, adoption, and ongoing operational excellence within gaming support environments. You will partner with sales, product, and operations to translate client needs into practical AI use cases and scalable playbooks.

You will create training materials, governance routines, and reporting views that help teams scale AI adoption while preserving player trust and experience.

Qualifications

• Proven experience working with clients and operations or customer success to deliver measurable outcomes.

Responsibilities

• Proactively engage with clients to understand goals, concerns, and needs throughout the Care AI lifecycle.
• Conduct regular check-ins, business reviews, and post-launch assessments to evaluate adoption and outcomes.
• Develop and deliver client-facing onboarding materials, enablement sessions, and launch plans.
• Explain AI capabilities, operational considerations, and best practices to both technical and non-technical stakeholders.
• Monitor KPIs like automation rate, resolution quality, and operational impact.
• Use data to identify performance gaps and opportunities for support or product improvements.
• Provide reporting on pipeline movement, launch status, risks, and client outcomes.
• Analyze support workflows and knowledge bases to identify automation opportunities.
• Own onboarding for clients adopting Helpshift Care AI from discovery to go-live and hypercare.
• Define launch scope, success criteria, and reporting expectations with client and internal teams.
• Collaborate with Sales, Account Management, Client Success, and Operations to deliver value.
• Translate client pain points into practical AI use cases and value propositions.
• Capture feedback and launches insights to improve Care AI over time.
• Work with Product, Solutions, Operations, and Platform teams to address gaps and prioritize improvements.
• Document and improve AI Ops processes across qualification, onboarding, launch, and BAU support.

Skills

Client engagement

Stakeholder collaboration

Communication skills

Analytical mindset

Problem solving

Project management

Process documentation

Tools

Helpshift

CRM tools

Job description

Responsibilities

• Proactively engage with clients to understand their goals, concerns, and operational needs throughout the Care AI lifecycle.
• Conduct regular check-ins, business reviews, and post-launch assessments to evaluate adoption, automation performance, client satisfaction, and expansion opportunities.
• Develop and deliver client-facing onboarding materials, enablement sessions, launch plans, and operational guidance.
• Serve as a trusted resource for both technical and non-technical stakeholders by explaining AI capabilities, operational considerations, and best practices in a practical way.
• Monitor key performance indicators including automation rate, resolution quality, containment, escalation patterns, player experience, and operational impact.
• Use data to identify where Care AI is performing well, where improvements are needed, and where additional operational or product support may be required.
• Provide reporting and insights on pipeline movement, launch status, risks, opportunities, and client outcomes.
• Analyze support workflows, ticket trends, knowledge bases, and client pain points to identify automation opportunities.
• Lead the onboarding process for clients adopting Helpshift Care AI, from discovery through go-live and hypercare.
• Partner with client stakeholders and internal teams to define launch scope, success criteria, workflows, escalation paths, knowledge readiness, and reporting expectations.
• Work closely with Sales, Account Management, Client Success, and Operations to identify where Care AI can deliver meaningful value.
• Support discovery conversations by translating client pain points into practical and achievable AI use cases.
• Build value propositions and operational recommendations that help drive Care AI adoption.
• Capture client feedback, operational learnings, and launch insights to improve Care AI capabilities over time.
• Partner with Product, Solutions, Operations, and Platform teams to identify enhancements, address gaps, and prioritize improvements based on client needs.
• Define, document, and continuously improve AI Ops processes across qualification, onboarding, launch, hypercare, and BAU support.
• Create scalable playbooks, templates, best practices, and governance routines that make Care AI adoption more consistent and repeatable.
• Develop and conduct training for internal teams and clients on Care AI use cases, launch requirements, success measures, and operational best practices.
• Help build AI fluency across the organization by making complex concepts practical, approachable, and tied to real client outcomes.

Requirements

• Proven experience working with clients, operations teams, or customer success teams to understand needs, solve problems, and deliver measurable outcomes.
• Strong ability to partner with both technical and non-technical stakeholders, including clients, Sales, Account Management, Product, Operations, and Support teams.
• Comfortable navigating client conversations where requirements may be unclear, evolving, or still being discovered.
• Strong communication skills with the ability to explain AI capabilities, operational trade-offs, risks, and opportunities clearly.
• Ability to analyze support workflows, ticket trends, knowledge bases, and client pain points to identify automation opportunities.
• Strong organizational skills with the ability to manage multiple accounts, priorities, and workstreams simultaneously.
• Experience creating processes, playbooks, training materials, reporting views, or operating rhythms that help teams scale consistently.
• Analytical mindset with the ability to interpret performance data, identify trends, and recommend practical improvements.
• Problem-solving mentality with a bias toward action, ownership, and continuous improvement.
• Comfortable working in a fast-moving environment where AI capabilities, client expectations, and internal processes continue to evolve.
• Genuine interest in AI, automation, player support, and the future of customer experience in gaming.
• Passion for helping clients succeed while protecting the quality, tone, and trust of the player experience.

Nice-to-haves

• Experience with AI-powered products, automation programs, or digital transformation initiatives.
• Familiarity with Helpshift, customer support platforms, CRM tools, or customer engagement technologies.
• Experience in gaming, player support, customer operations, or customer success environments.
• Exposure to implementation, onboarding, change management, or technology adoption programs.
• Experience supporting enterprise clients or strategic accounts.
• Passion for AI innovation and the future of player engagement.

Core Competencies

Demonstrates expertise in client engagement and operational support throughout the Care AI lifecycle, with a strong focus on analyzing performance data and identifying automation opportunities. Capable of developing training materials and scalable processes to enhance AI adoption and client satisfaction.