Responsibilities
Direct Operations
- Oversee all operations of the Operations and Customer Service department.
- Lead the financial operations of the Operations and Professional Services department, including budgeting and forecasting, and ensure a positive return on investment.
- Establish clear and measurable objectives aligned with the department’s growth and profitability goals.
- Foster a strong NPS with clients; seek knowledge of the problems they us to solve.
- Develop and manage performance indicators to track results.
- Ensure the successful delivery of software solutions to clients.
Champion AI Adoption Across all Divisions
- Lead structured AI adoption across all Business Operations, guiding each toward AI-delegated backlog execution.
- Partner with senior leaders and R&D teams to embed AI into core PS workflows—without imposing a one-size-fits-all approach.
- Define and execute an Ops-wide AI adoption roadmap aligned with business priorities.
- Signal vs. Noise – you’ll focus on AI adoption that leads to real operational improvement.
Share Knowledge & Build Capability
- Facilitate knowledge sharing and reuse of successful approaches across the portfolio—making the best ideas easy to find and adopt.
- Develop targeted training tailored for App Consultants and CSR’s.
- Mentor AI champions within PS & CS so adoption is locally owned, not centrally dependent.
Develop Technical Skills
- Support the design and implementation of AI pilots, prototypes, and production solutions.
- Provide practical guidance on AI use cases to your team’s contributors and managers.
- Offer hands-on support where technical resources are limited—rolling up your sleeves when needed.
Measure Results
Track and report measurable outcomes, including productivity improvements, cycle time reduction, and revenue growth from AI oriented initiatives.