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As a Customer Operations AI Transformation Lead , you will drive the, execution, and adoption of AI initiatives across the Customer Operations organization. You will work closely with senior leadership and cross-functional stakeholders to identify high-impact opportunities for AI, translate them into scalable programs, and ensure measurable business outcomes. In this role, you will lead multiple AI transformation projects—spanning processes, tooling, automation, analytics, and customer-facing operational workflows—while establishing governance, best practices, and success metrics. You will ensure alignment across teams, mitigate risks, and build organizational readiness for change. What you’ll do: Define and articulate the AI transformation use cases for Customer Operations aligned with organizational goals. Design, build, and deploy AI agents that automate and augment Customer Operations workflows across Support, Professional Services, and Customer Success. Translate operational problems into agent-based solutions , including task decomposition, decision logic, tool orchestration, and human-in-the-loop controls. Implement agents that interact with enterprise systems (e.g., ticketing, CRM, knowledge bases, delivery tools) to execute actions, retrieve context, and generate outcomes. Build detailed execution plans including timelines, milestones, dependencies, and resources. Program Oversight & Execution Monitor progress, manage dependencies, and ensure adherence to quality and delivery standards. Track impact using KPIs (e.g., cycle time reduction, cost-to-serve, deflection, quality improvements). Manage resource allocation across projects and ensure operational continuity during change. Stakeholder Management & Change Enablement Serve as the primary point of contact for senior management on AI transformation progress. Align cross-functional stakeholders (Ops, CS, Product, R&D, Data, IT, Security). Drive adoption by building enablement plans, training, communications, and feedback loops. Governance, Standards & Risk Management Establish best practices for AI implementation in Customer Operations (process, tooling, documentation). Identify risks early and develop mitigation and contingency plans. Reporting & Documentation Prepare and present regular program updates including milestones, outcomes, risks, and KPIs. Maintain structured documentation: business cases, implementation plans, adoption plans, lessons learned.

Position Intro:
Earnix is the premier provider of mission-critical, cloud-based intelligent decisioning across pricing, rating, underwriting, and product personalization. These fully-integrated solutions provide ultra-fast ROI and are designed to transform how global insurers and banks are run by unlocking value across all facets of the business. Earnix has been innovating for insurers and banks since 2001 with customers in over 35 countries across six continents and offices in the Americas, Europe, Asia Pacific, and Israel.