AI & Automation Lead, Customer Operations

Do work that matters.   At AlertMedia, At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform. Our core values drive us in our important mission of keeping people safe & informed:     We’re humans not robots    Customers always come first    We work better together    Simplicity is our strength    Our reputation is priceless    Hard work pays off   We’re looking for a highly motivated, execution-focused  AI & Automation Lead, Customer Operations  to drive the application of AI within Customer Operations. This role sits at the intersection of strategy, technology, and execution— identifying high-impact opportunities, shaping solutions, and delivering measurable outcomes in partnership with the Customer Operations team members.   You will be responsible for translating real operational pain points into scalable AI-driven solutions, leveraging both existing tools and new technologies . This is not a theoretical or advisory role— you’ll be expected to move quickly from idea to implementation, leading initiatives that materially improve efficiency, quality, and customer-facing experiences.   Who you are:    This role is ideal for someone who thrives in ambiguity, leads with curiosity, and can independently identify what matters most. You have the technical fluency to bring ideas to life and the interpersonal savvy to move work forward across teams without needing a formal playbook to get started.   What you get to do every day:   Identify and deeply understand friction points across Customer Operations, and translate them into actionable AI and automation opportunities   Evaluate existing internal tools and systems to unlock underutilized capabilities and propose new, high-impact use cases   Assess, vet, and recommend external AI technologies; determine whether to buy, build, or adapt   Lead end-to-end execution of AI-driven initiatives—from concept through deployment and iteration   Drive large-scale transformation projects that improve operational efficiency, scalability, and customer outcomes with formal cross-functional tiger teams to validate use cases before scaling   Partner cross-functionally with Engineering, Product, Data, and AI teams to deliver solutions quickly and effectively   Collaborate with L&D team to build and deploy enablement programs to support team skill building and adoption   Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact   Establish clear success metrics and ensure initiatives deliver measurable business value and customer outcomes (TTV, adoption, escalation reduction, etc.)   Surface gaps and opportunities proactively, and independently drive them to resolution   What you bring to the role:   3+ years of professional experience in a technical, operations, or strategy role   Experience in customer success or implementation is preferred   Engineering, computer science, or coding background preferred   Demonstrated ability to take ideas from concept to execution with minimal oversight   Strong project management skills with a track record of delivering complex initiatives   Comfort operating in ambiguous environments with competing priorities   Outcomes-oriented mindset with a bias toward action and accountability   High level of intellectual curiosity and a willingness to rapidly learn new tools and technologies   Ability to work cross-functionally and influence/hold accountability without direct authority   Transparent communication style with strong follow-through   Proven ability to “dream it and do it”—balancing vision with practical execution   What sets you apart:   Experience applying automation in an operations environment   Familiarity with modern AI tooling (LLMs, workflow automation, APIs, etc.)   Strong systems thinking and process optimization mindset   Experience evaluating and implementing third-party tools vs. building in-house solutions   Why  this role matters:   This role is critical to shaping how Customer Operations  evolves  in  an  AI-first world. You’ll have direct visibility with senior leadership and the autonomy to move quickly, experiment, and drive meaningful change. The work you do will directly impact team efficiency, scalability, and the overall customer experience.   Why you’ll love working at AlertMedia:     Competitive base salary + Company-wide bonus program    Generous and flexible time and parental leave policies    Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!    401K with a generous company match   Amazing rewards and incentives – we love celebrating each other!    Commitment to community service with opportunities to give back     A Best Places to Work company 10 years in a row and numerous other awards    Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails    Ongoing career development opportunities with our Learning and Development team   Location:  Austin, TX. This is an in-office, position (2 days a week) in our beautiful downtown Austin, Texas headquarters   Sponsorship: AlertMedia does not sponsor candidates. About AlertMedia:      AlertMedia, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.    We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.      This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit  www.alertmedia.com .      AlertMedia does not sponsor.     By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy –  https://www.alertmedia.com/legal/privacy-policy/