Manager - AI Operations; Remote

Remote - Canada Full-time CA $70,000 - CA $150,000 / year

BMO is seeking a Manager - AI Operations to monitor, optimize, and govern AI-enabled capabilities in its Virtual Connect contact centre, including conversational analytics and natural-language IVR. The role works with product, technology, analytics, and risk teams to support effective operations, measurable business value, and enterprise standards.

• Support AI initiatives, planning, and strategic priorities for BMO Virtual Connect.
• Monitor performance, analyze operational results, and recommend improvements.
• Prepare regular and ad hoc reports and dashboards.
• Support operational and compliance risk management, including attestations and reporting.
• Coordinate with stakeholders and manage service or customer complaint escalations.

• Typically 5–7 years of relevant experience and a related post-secondary degree, or equivalent experience and education.
• Operational experience and an interest in AI; contact centre operations or cloud platforms such as Amazon Connect are assets.
• Strong communication, collaboration, analytical, problem-solving, influence, and data-driven decision-making skills.
• Availability Monday to Friday, 9 a.m. to 5 p.m. Eastern Time.

Salary: $70,000–$150,000 per year. Compensation varies based on location, skills, experience, education, and qualifications.