AI Manager - CS Ops

Job description

About The Role

We are seeking an innovative AI Manager with an understanding of AI platforms, services, and tools for customer-facing teams. In this role, you will collaborate with Customer Success teams to identify business challenges, uncover growth opportunities, and leverage AI capabilities to bridge the gaps, drive team performance to achieve their KPIs. Key responsibilities include evaluating external AI solutions and collaborating with internal development teams to create custom tools tailored to our needs. Strong communication skills between business and technical teams are essential to ensure the right AI capabilities are matched to achieve desired business outcomes.

Job requirements

The ideal candidate will have a combination of a business background and a proven experience leading AI initiatives.

• Minimum of 2 years in a similar AI manager role, preferably working with business teams.
• Strong understanding of current AI capabilities in the market and their applications in customer success.
• Background in business and customer-facing roles.
• Excellent project management and organizational skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong analytical and problem-solving abilities.

• Technical background and experience implementing AI tools and scaling a CS organization is a big advantage.

Job responsibilities

Collaborate with CS Team:

• Work closely with Customer Success team leads to identify and analyze main pain points, challenges, and areas for improvement.
• Conduct thorough assessments to understand team requirements, workflows, and KPIs.

AI Solutions Strategy:

• Develop and implement AI strategies to address identified pain points and develop new capabilities and insights.
• Evaluate and recommend external AI vendors to meet specific needs.
• Collaborate with internal dev teams to develop and integrate custom AI solutions.
• Stay up-to-date with industry trends and advancements in AI technologies to continuously support the teams as the trusted AI Consultant.

Project Management:

• Plan, design, and manage cross-functional projects E2E, ensuring successful delivery.
• Oversee the implementation of AI projects, ensuring high quality, timely delivery, and alignment with business goals.
• Monitor project progress, address issues, and provide ongoing feedback and regular updates to stakeholders.

Additional Responsibilities:

• Own CS business processes: drive process optimization, automation, and continuous improvement initiatives.
• Translate business requirements into detailed design documents: user stories, solution specs, process diagrams, KPIs measurement & tracking, and reporting.
• Build dashboards/reports to track key metrics and manage software that facilitates CS activities.

Job benefits

About Us

HiBob helps modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we've achieved consecutive triple-digit year-over-year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3000 midsize and multinational companies.

Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Monzo, Happy Socks, Gong, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

Come and be you with us

Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. Come join us.

HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan - every employee can eventually become a shareholder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!

BELONGING AT HIBOB

Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you.

We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.