AI Implementation Manager

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)
•    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 continuous improvement
•    Create feedback loops between frontline teams and AI systems to improve model performance

Enable Teams and Manage Change (Ongoing)
•    Train customer service and back office teams on working effectively alongside AI systems
•    Build internal champions who can drive adoption and provide peer support
•    Partner with HR and L&D to update training programs and performance metrics for AI-augmented roles
•    Communicate transparently with teams about AI's role and address concerns proactively

Technical Implementation
•    Configure and fine-tune AI platforms (chatbots, virtual agents, RPA, document processing tools)
•    Collaborate with vendor partners and technical teams on integrations with existing systems (CRM, ticketing, ERP)
•    Troubleshoot technical issues and coordinate with vendors for resolution
•    Maintain documentation of system configurations, workflows, and best practices

What We're Looking For

Required Experience

•    3-5 years in operations, process improvement, or technology implementation roles (BPO/contact center experience strongly preferred)
•    Proven track record implementing AI, automation, or similar technology in customer service or back office environments
•    Hands-on experience with AI platforms such as conversational AI tools (e.g., Dialogflow, Amazon Lex), RPA (e.g., UiPath, Automation Anywhere), or document AI solutions
•    Deep understanding of BPO operations, KPIs, and quality standards

Technical Skills
•    Practical knowledge of AI/ML concepts, limitations, and appropriate use cases
•    Ability to evaluate AI system performance and work with technical teams on improvements
•    Experience with workflow design tools and process mapping
•    Comfortable with data analysis to measure impact and identify opportunities

Soft Skills
•    Exceptional change management skills—you know how to bring people along on a transformation journey
•    Strong stakeholder management across technical teams, operations, clients, and frontline staff
•    Pragmatic problem-solver who can balance innovation with operational stability
•    Excellent communication skills; can translate technical concepts for non-technical audiences

Nice to Have
•    Experience in a scaling or high-growth BPO environment
•    Knowledge of customer service platforms (Zendesk, Salesforce Service Cloud, etc.)
•    Familiarity with prompt engineering and LLM-based applications
•    Certifications in project management, process improvement (Lean/Six Sigma), or AI/ML