AI Implementation Manager

Job description

About the Role We're seeking an AI Implementation Manager to scale our existing AI initiatives across customer service and back office operations. This is a hands-on role that sits at the intersection of technology, operations, and change management. You'll take our AI pilots from proof-of-concept to production, driving measurable improvements in efficiency, quality, and customer experience across our BPO operations. What You'll Do: Scale AI Deployments (Months 1-6): - Assess current AI pilots (agentic/customer-facing and human-in-the-loop systems) and develop scale-up plans - Design implementation roadmaps that balance quick wins with long-term transformation - Build robust testing and quality assurance frameworks to ensure AI systems meet accuracy and performance standards - Establish metrics and monitoring systems to track AI performance, ROI, and business impact Drive Operational Integration (Ongoing): Enable Teams and Manage Change (Ongoing) - Redesign workflows to optimize the handoff between AI agents and human operators - Work closely with operations teams to identify high-value use cases for AI augmentation - Develop protocols for exception handling, escalations, and conti...