AI Implementation Manager

About the Role

We're seeking an AI Implementation Manager to scale our existing AI initiatives across customer service and back office operations. This is a hands‑on role that sits at the intersection of technology, operations, and change management. You'll take our AI pilots from proof‑of‑concept to production, driving measurable improvements in efficiency, quality, and customer experience across our BPO operations.

• Assess current AI pilots (agentic/customer‑facing and human‑in‑the‑loop systems) and develop scale‑up plans
• Design implementation roadmaps that balance quick wins with long‑term transformation
• Build robust testing and quality assurance frameworks to ensure AI systems meet accuracy and performance standards
• Establish metrics and monitoring systems to track AI performance, ROI, and business impact

• Redesign workflows to optimize the handoff between AI agents and human operators
• Work closely with operations teams to identify high‑value use cases for AI augmentation
• Develop protocols for exception handling, escalations, and continuous improvement
• Create feedback loops between frontline teams and AI systems to improve model performance

• Train customer service and back office teams on working effectively alongside AI systems
• Build internal champions who can drive adoption and provide peer support
• Partner with HR and L&D to update training programs and performance metrics for AI‑augmented roles
• Communicate transparently with teams about AI's role and address concerns proactively

• Configure and fine‑tune AI platforms (chatbots, virtual agents, RPA, document processing tools)
• Collaborate with vendor partners and technical teams on integrations with existing systems (CRM, ticketing, ERP)
• Troubleshoot technical issues and coordinate with vendors for resolution
• Maintain documentation of system configurations, workflows, and best practices

• 3‑5 years in operations, process improvement, or technology implementation roles (BPO/contact center experience strongly preferred)
• Proven track record implementing AI, automation, or similar technology in customer service or back office environments
• Hands‑on experience with AI platforms such as conversational AI tools (e.g., Dialogflow, Amazon Lex), RPA (e.g., UiPath, Automation Anywhere), or document AI solutions
• Deep understanding of BPO operations, KPIs, and quality standards

• Practical knowledge of AI/ML concepts, limitations, and appropriate use cases
• Ability to evaluate AI system performance and work with technical teams on improvements
• Experience with workflow design tools and process mapping
• Comfortable with data analysis to measure impact and identify opportunities

• Exceptional change management skills—you know how to bring people along on a transformation journey
• Strong stakeholder management across technical teams, operations, clients, and frontline staff
• Pragmatic problem‑solver who can balance innovation with operational stability
• Excellent communication skills; can translate technical concepts for non‑technical audiences

• Experience in a scaling or high‑growth BPO environment
• Knowledge of customer service platforms (Zendesk, Salesforce Service Cloud, etc.)
• Familiarity with prompt engineering and LLM‑based applications
• Certifications in project management, process improvement (Lean/Six Sigma), or AI/ML