Customer Operations AI & Automation Lead (Remote)

Optro

3d•Remote

About The Position

We are seeking a Senior AI & Automation Engineer to drive efficiency and intelligent workflow transformation across our Post-Sales organization (Customer Success, Renewals, Professional Services, Support, and Customer Education). This role will identify automation opportunities, design AI-enabled workflows, partner with frontline teams to eliminate manual work, and pilot third-party AI and automated workflow solutions. You will serve as the bridge between business teams, enterprise systems, and emerging AI capabilities while ensuring automation drives measurable improvements in retention, productivity, and customer experience. This is a high-impact role focused on scaling the organization.

Requirements

Bachelor’s degree in Computer Science, Engineering, or related field
5+ years of experience in business operations, automation, AI implementation, or systems optimization within a SaaS environment
Hands-on experience with workflow automation tools (Workato, Zapier, Make, etc.)
Strong working knowledge working with AI tools and LLM applications (ChatGPT, Gemini, enterprise AI platforms) and other generative AI
Comfort with scripting and APIs (Python or similar), SQL basics, and working with JSON/webhooks
Strong systems thinking mindset with ability to map end-to-end workflows
Experience partnering cross-functionally with business, IT, Security, and Data teams
Proven ability to lead pilot programs and evaluate vendor solutions
Strong communication skills and ability to influence without authority
Experience supporting Customer Success, Renewals, Support, or Professional Services teams within a SaaS business environment
Exposure to CRM systems (Salesforce), CS platforms (Gainsight), support tools (Zendesk), and data warehouses (Snowflake)
Experience quantifying ROI for automation and AI initiatives

Responsibilities

Identify and prioritize automation opportunities across CS, Renewals, Professional Services, Support, and Customer Education
Build and scale automations that support post-sale segments with limited or no account ownership, in addition to high-touch programs.
Design AI-powered workflows using tools such as Workato, automation platforms, LLM-based tools, REST APIs and internal systems
Develop standardized automation playbooks to scale repeatable solutions
Research, identify, evaluate, and recommend third-party automation and AI tools aligned to business needs
Configure and deploy automation workflows within existing systems (Salesforce, Gainsight, Zendesk, Rocketlane, etc.)
Develop documentation, enablement materials, and change management strategies to drive adoption
Build a library of “AI use cases” and reusable prompts / GEMs
Track automation ROI, including time saved, cost avoided, and efficiency gains
Ensure responsible and compliant use of AI, working with Security, Legal, and IT to address data governance, access controls, and risk management.