CS AI & Automation Operations Manager

Working at Omnisend is... kind of boring.

Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen.

No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party.

No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.

We’re expanding our AI & Automation efforts within Customer Support and looking for an AI & Automation Operations Manager — a structured, creative, systems-oriented thinker who can turn complexity into clarity. This role is key to making customer support smarter, more efficient, and human-centered.

You’ll work closely with the AI & Automation Lead, who focuses on overall strategy, architecture, and infrastructure. This role complements that focus by supporting the Lead in strategic AI customer support agent development, including agent behavior design, intelligence enhancements, and QA frameworks. You’ll also own cross-team initiatives, workflow frameworks, operational excellence, and data-driven insights — ensuring initiatives are executed efficiently, sustainably, and with measurable impact.

As co-lead for the AI & Automation Specialist, you’ll guide, coach, and align priorities to ensure the team delivers effectively.

Intercom is our primary tool for AI and automation development, though you’ll explore other automation solutions, integrations, and AI capabilities as needed.

• Manage priorities and backlog: Co-lead the team backlog with the AI & Automation Lead, set priorities, and ensure initiatives and delivery are aligned and effective.
• AI agent behavior and intelligence design: Translate business and CX needs into AI agent behavior guidelines, decision-making models, and QA processes. Support technical initiatives to scale AI capabilities, integrate data connectors, and enhance agent intelligence.
• AI performance evaluation frameworks: Design, maintain, and continuously improve evaluation frameworks for both behavior and performance. Use insights from quantitative and qualitative data to monitor AI behavior, identify gaps, and guide evidence-based improvements.
• Cross-team workflow optimization: Lead initiatives to improve human agent workflows with automation or AI, translating operational needs into scalable solutions.
• Functional leadership and mentoring: Co-lead the AI & Automation Specialist, providing guidance, coaching, and alignment to ensure priorities and delivery are clear and effective.
• Data analytics and operational insights: Own end-to-end Customer Support analytics, covering AI and human operations. Monitor trends, define key metrics, and build frameworks for data-informed improvements. Identify where AI can take over routine tasks to optimize workflows and free human agents to focus on high-value, expert, relationship-driven customer interactions.
• Technical solutions and workflow optimization: Explore, evaluate, and implement AI capabilities (including low-code/no-code AI agents and other AI solutions), automation solutions, API integrations, and third-party applications to support development initiatives and internal workflows. Drive efficiency, scalability, and intelligence while enabling AI and human workflows to work seamlessly together.

• Core Experience & Project Management: Several years leading initiatives, complex workflows, or cross-functional projects, ideally in tech or product-driven environments. Demonstrated ability to set priorities, drive outcomes, and deliver results. Skilled in planning,…