AI-First Customer Operations
Design and operate an AI-first customer operations model where automation becomes the default layer for repetitive customer interactions and operational workflows.Key responsibilities:
- Drive +80% ticket resolution through AI-powered support experiences
- Continuously train and improve AI agents to accurately understand conversational context, deliver precise responses, and reflect the company’s tone of voice
- Build scalable “human + AI” workflows where AI handles repetitive execution and human teams focus on escalations, judgment, and high-value customer interactions
- Reduce operational friction and manual work across support and post-sales processes
- Shift operations from reactive support toward proactive and predictive customer operations
CX Systems & Operational Infrastructure
Own the architecture, integrity, and scalability of the CX technology ecosystem (Zendesk, Ada,Aura, and related platforms).Ensure systems operate as a connected infrastructure rather than isolated tools through:
- Workflow automation
- Operational orchestration
- Data consistency
- Cross-system visibility
- AI-driven operational workflows
Customer Journey & Operational Intelligence
Build a unified and reliable operational view of the customer lifecycle across onboarding,support, billing, retention, churn risk, and account transitions. Identify and resolve operational blind spots including:
- Inconsistent customer states
- Billing mismatches
- Workflow breakdowns
- Cross-functional handoff gaps
- Data inconsistencies across systems
Drive proactive operational visibility and customer lifecycle intelligence across the organization.
CX Strategy & Performance Framework
Define the operating framework for Customer Operations, ensuring alignment with company outcomes such as:
- Retention
- Operational efficiency
- Product adoption
- Scalability
- Customer satisfaction
Translate CX objectives into measurable operational goals and execution plans across teams.
Cross-Functional Alignment & Execution Discipline
- Strong experience leading CX, Customer Operations, Support Operations, or Service Design within SaaS or fintech environments
- Deep understanding of operational systems, workflow architecture, automation, and AI-driven customer operations
- Experience implementing AI agents, automation frameworks, or operational orchestration systems
- Strong systems-thinking mindset with ability to simplify complex operational problems
- Experience leading cross-functional initiatives across Product, Engineering, Ops, and Revenue teams
- Comfortable operating in ambiguity and building scalable operational structures from the ground up
- Execution-oriented leader who balances strategy with operational rigor
Start your journey with us.
Send your application and take the first step toward joining the Ontop family.
