Head of AI Customer Operations

Ohme; London; Hybrid; GBP 60,000 - 100,000; Full time

Job description

Job Description

We’re on a mission to make the switch to sustainable transport and energy faster, easier and more affordable. We use our own technology stack, data smarts and industry knowledge to build a game-changing capability. Our intelligent energy platform helps our customers access renewable energy, understand consumer behaviour, and powers smart charging for EVs.

The worlds of energy and transport are colliding and Ohme is at the heart of this new era. By using technology and data integrations to connect cars, chargers, people, energy providers and more, Ohme has a powerful platform that puts the consumer at the core.

Ohme has been selling its chargers to customers since mid 2019 and has had exponential growth since. We are now operating in multiple countries and have partnerships with the likes of VW, Mercedes, Octopus Energy, and other innovative brands.

At Ohme, we believe AI agents will redefine operations, particularly customer operations. We are already pioneering the use of LLM-powered AI agents, automation workflows, and image recognition to build a scalable, intelligent installation experience for EV chargers.

We are seeking a Head of AI Customer Operations to join our team. You will be responsible for how AI and automation transform the EV charger installation process for customers. Throughout the transformation, it is imperative to maintain industry leading customer service.

The team has already laid strong groundwork. Our Customer Success, Data Science and ML teams have already built AI agents that are reducing friction in our customer journey. Now, we’re looking for a visionary leader to accelerate this transformation—shifting from traditional customer service to a fully AI-powered, digital-first experience.

If you want to help us realise the value of our data to create differentiating AI experiences for customers and employees, read on!

Role responsibilities:

• Reinvent the operating model of our installation business into one that is predominantly run by connected AI agents
• Transform our customer journey into one that is ‘digital-first’, reducing customer contacts such that our journey is scalable and can be internationalised
• Manage a Customer Success team to maintain high quality customer experience in the UK and in our new markets (speed to install, answer rates, NPS, etc)
• Set up our installation business for scale; taking our installation offering international with customer support that scales seamlessly

Profile:

• An operations leader who will integrate AI into workflows with experience embedding AI into operations, ideally customer service
• A ‘hacker’ that has built AI agents in either your professional or personal life
• Ability to inspire and coach a strong team that has historically focused on customer service operations into one focused on AI operations (knowledge management, conversation design, AI QA etc.)
• Track record of optimising customer journeys, processes, reducing operational costs, and implementing automation
• Experience leading customer service teams in high-contact environments and ideally providing international coverage
• Ability to lead or collaborate with technology teams to implement customer-facing solutions
• Strong data-driven decision-making skills (everything we do at Ohme is backed by data)

Benefits:

• Competitive salary and bonus
• Hybrid Working
• Private Health Insurance
• Aegon Pension Scheme
• Life Assurance Scheme with death in service benefit of 4x salary
• Income Protection Scheme for long term illness
• Ride to Work Scheme
• Payroll Giving Scheme
• Season Ticket Loan to spread cost of travel over 12 months
• Eye Test every 2 years

Ohme is an equal opportunity employer. Diversity, Equity and Inclusion are at the heart of what we do and we encourage a culture where everyone can be themselves at work. We actively seek out a diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed and to feel included.