AI Automation Manager

BCM One•Whitpain Township, PA

5d•Hybrid

About The Position

At BCM One, we power global business connectivity through industry‑leading voice, data, and managed network solutions. As we continue to invest in innovation, we are building a new AI Automation team to support our Orbit AI product and help our customers modernize how they engage with their own clients. To support that investment, we are excited to add an AI Automation Manager. This is a net‑new role and a rare opportunity to build something from the ground up. You will hire, develop, and lead a team of AI Implementation Specialists while remaining hands‑on in customer engagements. This role blends people leadership, technical problem‑solving, and customer‑facing delivery. You will work closely with Engineering, Sales, Product, and Implementation teams to deliver AI‑driven solutions for SMB customers, while establishing the processes, documentation, and best practices that will define this function at BCM One.

Requirements

Bachelor’s degree in computer science, Information Technology, Communications, or a related field, or equivalent practical experience.
Experience leading and developing technical or implementation teams, including hiring, training, and performance management.
Hands‑on experience with AI technologies, automation platforms, or conversational AI solutions such as chatbots or AI agents.
Strong understanding of AI‑driven communication workflows, including voice, automation, and customer interaction design.
Demonstrated success in customer‑facing roles, with the ability to manage expectations and drive positive outcomes for SMB and enterprise customers.
Proven ability to build processes, create documentation, and improve operational efficiency in a growing or evolving environment.
Strong communication skills with the ability to explain technical concepts to both technical and non‑technical audiences.
Analytical problem‑solving skills and comfort handling escalations in fast‑paced, customer‑driven settings.

Responsibilities

Lead, hire, mentor, and develop a team of AI Implementation Specialists, including onboarding, training, performance management, and ongoing coaching.
Oversee the end‑to‑end implementation of AI automation projects, including AI‑powered voice and communication agents for customers.
Act as a working manager, partnering directly with customers to design, build, train, and test AI agents while supporting your team on live engagements.
Collaborate cross‑functionally with Sales, Product, Engineering, and Operations to align implementation capabilities with business and customer objectives.
Develop and maintain implementation best practices, templates, documentation, and quality standards to ensure consistency and scalability.
Manage resource allocation and prioritize work across multiple customer implementations.
Serve as the primary escalation point for complex technical or customer issues and lead resolution efforts.
Track and report on key performance indicators related to team performance, customer satisfaction, and operational efficiency.
Partner with Product teams to provide customer feedback and influence the ongoing evolution of AI platform capabilities.