AI Operations Manager — Managed AI Services

Eze Castle Integration, Inc.; Dallas (TX); On-site; USD 113,000 - 138,000; Full time

Benefits offered by this job

Flexible PTO

Health benefit eligibility first of at

Life insurance

Pet insurance

401K

Job summary

Eze Castle Integration, Inc. (ECI) is seeking an AI Operations Analyst in Dallas to act as the operational front door for AI across our client base.

You will guide adoption, governance, and service engagement while coordinating with engineers, governance specialists, and client-facing teams to deliver value. The role emphasizes translating technical concepts into business outcomes, maintaining clear client communication, and identifying opportunities for managed AI services and process

Qualifications

• Three to seven years of experience in client-facing technical roles.
• Experience using an ITSM platform such as ServiceNow.
• Working knowledge of Microsoft 365 including Copilot, Teams, SharePoint Online.
• Familiarity with enterprise AI platforms and ITIL concepts.
• Ability to translate technical concepts into business language.
• Excellent written communication and documentation skills.

Responsibilities

• Serve as the primary intake point for AI-related incidents, requests, advisory questions, changes, and operational needs, maintaining ownership through confirmed resolution or outcome.
• Classify, prioritize, document, and coordinate work through established service-management processes and provide proactive communication to clients and internal stakeholders.
• Provide operational support for Microsoft 365 Copilot, Anthropic Claude Enterprise, OpenAI ChatGPT Enterprise, Copilot Studio, approved agents and connectors, and future approved AI platforms.
• Support licensing, entitlements, user access, group membership, troubleshooting, configuration validation, feature guidance, prompt assistance, and agent triage.
• Determine when a request can be resolved through a standard procedure and when AI Engineering, Security Operations, Infrastructure, AI Deployment, AI Governance, or another specialist team should be engaged.
• Engage clients to understand the business objective behind technical requests and connect needs to relevant AI use cases, productivity goals, adoption requirements, and operational outcomes.
• Provide guidance on documented platform capabilities, limitations, and best practices, and participate in discovery discussions when technical context is needed.
• Recognize opportunities for AI Adoption, AI Governance, AI Engineering, AI Deployment, managed AI services, or related project work, and introduce the appropriate ECI leader or delivery specialist.
• Identify data protection, responsible AI, security, compliance, shadow AI, prompt-injection, and data-exposure concerns and route them through the correct escalation process.
• Maintain knowledge articles, runbooks, and standard operating procedures; track recurring support patterns and release impacts; and recommend automation, self-service, and service improvements.

Skills

Client-facing

IT service delivery

SaaS support

ServiceNow

Microsoft 365

AI governance

Communication

Documentation

Tools

ServiceNow

Job description

Eze Castle Integration, Inc. (ECI) is seeking an AI Operations Analyst in Dallas to act as the operational front door for AI across our client base.

You will guide adoption, governance, and service engagement while coordinating with engineers, governance specialists, and client-facing teams to deliver value. The role emphasizes translating technical concepts into business outcomes, maintaining clear client communication, and identifying opportunities for managed AI services and process