Position Title AI Operations Lead

New York University; New York (NY); On-site; GBP 67,000 - 81,000; Full time

Job summary

New York University’s AI Center of Excellence (AI CoE) within NYU IT seeks an AI Operations Lead to run day-to-day operations, manage the support queue, provision access to AI tools, and maintain operations documentation.

The role acts as the first-line contact for the NYU community seeking AI tools and services, escalating only complex issues to senior staff, enabling scalable programs and a smooth platform rollout.

Qualifications

• Bachelor's degree and 2+ years in operations, program coordination, IT support, or related field.
• Experience with SaaS platforms, cloud-based tools, or enterprise software.

Responsibilities

• Own day-to-day operational functions of the AI CoE; manage the support queue.
• Provision access to commercial AI tools and maintain operational documentation.
• Support event and communications logistics; act as first-line escalation filter for complex issues.

Skills

Multi-tasking

Communication skills

Detail-oriented

Independent work

Education

Bachelor's degree

Tools

ServiceNow

Jira

Zendesk

Job description

New York University's AI Center of Excellence (AI CoE), housed within NYU Information Technology, is responsible for building and scaling the university's AI platform, programs, and literacy efforts across faculty, staff, and students. NYU IT has an exciting opportunity for an AI Operations Lead to join this growing team. The selected candidate will own the day-to-day operational functions of the AI CoE — managing the support queue, provisioning access to commercial AI tools, maintaining operational documentation, and supporting event and communications logistics. This role serves as the primary point of contact for the NYU community seeking access to AI tools and services, and acts as a first-line escalation filter ensuring that only complex issues reach senior staff. The incumbent will play a critical role in enabling the CoE to scale its programs and platform without operational bottlenecks.

Required Education:

Bachelor's Degree Experience in a higher education or technology-focused organization.

Required Experience:

2+ years 2 years of relevant experience in operations, program coordination, IT support, or a related field; or an equivalent combination of education and experience. Recent graduates with demonstrated organizational ability, initiative, and comfort with technology are encouraged to apply.

Preferred Experience:

• Experience in a higher education or technology-focused organization.
• Familiarity with AI productivity tools such as ChatGPT, Gemini, Claude, Microsoft Copilot, or similar platforms.
• Experience with ticketing or service management systems (e.g., ServiceNow, Jira, Zendesk).
• Experience supporting event logistics, training programs, or workshop coordination.
• Exposure to knowledge management practices or technical writing.

Required Skills, Knowledge and Abilities:

Bachelor's degree and 2 years of relevant experience in operations, program coordination, IT support, or a related field; or an equivalent combination of education and experience. Recent graduates with demonstrated organizational ability, initiative, and comfort with technology are encouraged to apply. Demonstrated ability to manage multiple concurrent workflows, queues, or projects with strong attention to detail and follow-through. Experience working with SaaS platforms, cloud-based tools, or enterprise software applications. Strong written and verbal communication skills, including experience producing user-facing documentation or correspondence. Ability to work effectively and independently in a fast-paced environment with evolving priorities.

Preferred Skills, Knowledge and Abilities:

• Familiarity with AI productivity tools such as ChatGPT, Gemini, Claude, Microsoft Copilot, or similar platforms.
• Exposure to knowledge management practices or technical writing.

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $90,000.00 to USD $110,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.

NYU is an Equal Opportunity Employer and is committed to a policy of equal treatment and opportunity in every aspect of its recruitment and hiring process without regard to age, alienage, caregiver status, childbirth, citizenship status, color, creed, disability, domestic violence victim status, ethnicity, familial status, gender and/or gender identity or expression, marital status, military status, national origin, parental status, partnership status, predisposing genetic characteristics, pregnancy, race, religion, reproductive health decision making, sex, sexual orientation, unemployment status, veteran status, or any other legally protected basis. All interested persons are encouraged to apply at all levels.