AI Transformation Lead, Customer Support

This role is a highly strategic individual contributor responsible for driving AI transformation across the Customer Support organization. As the AI Transformation Lead, you will lead the identification, development, and scaling of high-impact AI use cases that improve both customer experience and employee productivity. This role uniquely combines bottoms-up innovation—capturing ideas from frontline support teams—with top-down strategic initiatives aligned to enterprise AI priorities.

You will operate at the center of Support AI, acting as a bridge between business teams, AI leadership, and technical partners to translate real-world challenges into scalable, measurable solutions. This role requires a strategic thinker who can also execute—someone who thrives in ambiguity, builds alignment across stakeholders, and drives initiatives from concept through delivery.

#LI - JW1

#LI - Hybrid

AI Strategy, Roadmap & Execution (40%)

• Own the end-to-end strategy, prioritization, and execution of AI use cases across Customer Support
• Lead both:
  • Bottoms-up innovation (AI Champions / grassroots ideas)
  • Top-down initiatives (enterprise AI programs and internal productivity efforts)
• Translate frontline challenges into scalable AI opportunities with clear business impact
• Partner closely with Support AI leadership and AI Center of Excellence (COE)

• Define success metrics, KPIs, and business case assumptions for AI initiatives
• Monitor adoption, performance, and ROI of implemented use cases
• Partner with Reporting & Insights teams to track outcomes and communicate impact

• Drive grassroots adoption and engagement across Support teams
• Enable and mentor AI Champions and user cohorts
• Partner with Transformation, Change Management, and Enablement teams to ensure successful rollouts

• Partner across Customer Support, AI COE, TBM, Product, Engineering, and Analytics teams
• Ensure alignment, governance, and prioritization of AI initiatives
• Act as a key connector between business stakeholders and technical teams

• Contribute to broader Transformation & Business Management priorities aligned to corporate goals
• Support adjacent initiatives that improve customer experience and operational effectiveness

Required

• Bachelor’s degree in Business, Information Management, or related field (or equivalent experience)
• 5+ years of experience in customer support, operations, or transformation roles within a SaaS or technology environment
• 2+ years of experience working with AI tools, AI adoption initiatives, or technology transformation
• Demonstrated experience leading cross-functional initiatives or innovation programs
• Experience working directly with customers or customer-facing teams

• Experience building use cases, business cases, or managing innovation pipelines
• Exposure to AI governance, adoption frameworks, or change management practices
• Familiarity with CRM systems (e.g., Salesforce) and support tooling

• Strong understanding of AI tools and their practical application in business environments
• Ability to evaluate AI outputs conceptually and provide structured feedback to technical teams
• Experience building business cases, defining success metrics, and tracking value realization
• Proficiency with Microsoft Office tools and data analysis/reporting

• Strategic thinker with strong execution capability—able to move from idea to implementation
• Skilled at translating frontline needs into structured, scalable solutions
• Strong stakeholder management and ability to influence without direct authority
• Excellent communication skills; able to simplify complex concepts for diverse audiences
• Ability to manage multiple initiatives across parallel work streams
• High adaptability and comfort operating in ambiguity and rapidly evolving environments

• Fast-paced, high-growth environment focused on innovation and transformation
• Hybrid work model
• Increased time commitment may be required during key rollout periods and AI program…