AI Ops & Transformation Lead - Remote

Harris Computer; New Mexico; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Remote work

Paid time off

Medical benefits

Stock options

RRSP/401k matching

Job summary

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive AI-powered change across Cayenta Support. Remote in US/Canada; travel up to 25%. You will design and implement AI tooling, analyze customer feedback, and collaborate with Product and R&D to scale AI capabilities.

The role emphasizes continuous learning, governance, and improving ticket resolution, customer satisfaction, and employee effectiveness through AI solutions.

Qualifications

• 3+ years in customer support, business analysis, or related role.
• Strong analytical and investigative skills.
• Experience with AI and AI-assisted tools.
• Ability to learn new AI platforms quickly.
• Customer-service mindset focused on experience.
• Ability to work independently and collaborate across teams.

Responsibilities

• Drive Support transformation and continuous improvement by evaluating current processes and identifying inefficiencies.
• Gather and analyze feedback from customers, Support teams, leadership and stakeholders to translate into AI improvements.
• Examine ticket trends and metrics to reduce effort and proactively improve support experience.
• Identify high-value opportunities to use AI, automation and emerging tech to improve processes.
• Design, configure, test, deploy and improve AI tools used by Cayenta employees and customers.
• Serve as SME and escalation resource for AI-related tools and Cayenta applications.
• Monitor AI performance, adoption and impact; recommend improvements.
• Develop prompts, workflows, knowledge sources and documentation for AI solutions.
• Coordinate AI initiatives across teams from discovery to measurement.
• Partner with Product and R&D to ensure new AI capabilities are ready for rollout.
• Develop training materials and best practices for support teams.
• Champion responsible AI adoption across Customer Operations.
• Define success metrics for improvements.
• Help define processes and operating model for future AI Support function.

Skills

Analytical skills

Generative AI knowledge

Technical aptitude

Customer service mindset

Project management

Cross-functional collaboration

Communication skills

Independent work

Tools

APIs

SQL

Scripting

Job description

Cayenta, a division of Harris, seeks an AI Operations Specialist to drive AI-powered change across Cayenta Support. Remote in US/Canada; travel up to 25%. You will design and implement AI tooling, analyze customer feedback, and collaborate with Product and R&D to scale AI capabilities.

The role emphasizes continuous learning, governance, and improving ticket resolution, customer satisfaction, and employee effectiveness through AI solutions.