AI & Automation Lead, Customer Operations

AI & Automation Lead, Customer Operations

Austin, TX HQ

Do work that matters.

At Alert Media, At Alert Media, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Our core values drive usinour important mission of keeping people safe& informed:

• We’rehumans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

We’re looking for a highly motivated, execution-focused AI & Automation Lead, Customer Operations to drive the application of AI within Customer Operations. This role sits at the intersection of strategy, technology, and execution— identifying high-impact opportunities, shaping solutions, and delivering measurable outcomesin partnership with the Customer Operations team members.

You will be responsible for translating real operational pain points into scalable AI-driven solutions, leveraging both existing tools and new technologies . This is not a theoretical or advisory role— you’ll be expected to move quickly from idea to implementation,leading initiatives that materially improve efficiency, quality, and customer-facingexperiences.

Whoyou are:

This roleis ideal for someone who thrives in ambiguity, leads with curiosity, and can independentlyidentifywhat matters most. You have the technical fluency to bring ideas to life and the interpersonal savvy to move work forward across teams without needing a formal playbook to get started.

Whatyou get to do every day:

• Identify and deeply understand friction points across Customer Operations, and translate them into actionable AI and automation opportunities
• Evaluate existing internal tools and systems to unlock underutilized capabilities and propose new, high-impact use cases
• Assess, vet, and recommend external AI technologies;determine whether to buy, build, or adapt
• Lead end-to-end execution of AI-driven initiatives—from concept through deployment and iteration
• Drive large-scale transformation projects that improve operational efficiency, scalability, and customeroutcomeswithformalcross-functionaltigerteams tovalidateuse casesbeforescaling
• Partner cross-functionally with Engineering, Product, Data, and AI teams to deliver solutions quickly and effectively
• Collaborate with L&D team to build and deploy enablement programs to support team skill building and adoption
• Prioritize and manage multiple initiatives simultaneously, balancing speed with quality and impact
• Establish clear success metrics and ensure initiatives deliver measurablebusiness valueand customer outcomes(TTV,adoption,escalation reduction,etc.)
• Surface gaps and opportunities proactively, and independently drive them to resolution

Whatyou bring to the role:

• 3+ years of professional experience in a technical, operations, or strategy role
• Experience in customer success or implementation is preferred
• Engineering, computer science, or coding background preferred
• Demonstrated ability to take ideas from concept to execution with minimal oversight
• Strong project management skills witha track recordof delivering complex initiatives
• Comfortoperatingin ambiguous environments with competing priorities
• Outcomes-oriented mindset with a bias toward action and accountability
• High levelof intellectual curiosity and a willingness to rapidly learn new tools and technologies
• Ability to work cross-functionally and influence/holdaccountabilitywithout direct authority
• Transparent communication style with strong follow-through
• Proven ability to “dream it and do it”—balancing vision with practical execution

Whatsets you apart:

• Experience applying automation in an operations environment
• Familiarity with modern AI tooling (LLMs, workflow automation, APIs, etc.)
• Strong systems thinking and process optimization mindset
• Experience evaluating and implementing third-party tools vs. building in-house solutions

Why this role matters:

This role is critical to shaping how Customer…