AI Delivery Lead

Gradient Labs • New York, NY

6d • Hybrid

About The Position

At Gradient Labs, we’re on a mission to make exceptional customer service the norm.
Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.
We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google. We work in a hybrid model from our London office, a short walk from Liverpool Street Station, where we collaborate and connect 2-3 days a week.
If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we’d love to hear from you.
🎯 How you’ll make an impact
As an AI Delivery Lead, you’ll be responsible for helping enterprise customers achieve real, measurable results through automation. You’ll scope and lead end-to-end projects that embed our platform deeply into their operations and drive strategic outcomes that matter.

Requirements

• Proven Tech Delivery: Experience in forward-deployed, customer-facing roles at high-growth tech companies.
• Results-Driven Ownership: Proven ability to own and deliver complex, multi-stakeholder projects end-to-end.
• Structured Adaptability: Thrives in ambiguity, proactively creating structure and driving clarity where none exists.
• Technical Acumen: Strong grasp of technical fundamentals (APIs, integrations) and the ability to collaborate effectively with engineering teams.
• Data Analysis: Comfortable using analytical tools (e.g., Omni, BigQuery…) to surface insights and guide decisions.
• Clear Communication: Communicates clearly and confidently across all audiences,internal and external, including technical teams and senior leadership.
• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value.
• Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions balancing goals with feasibility.

Responsibilities

• Own the end-to-end delivery and integration of our AI platform into customer environments, setting the project plan and ensuring a high-quality outcome.
• Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy the solution.
• Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates.
• Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT).
• Serve as the primary technical interface for customers during pre-sales, assisting with POCs, legal/security due diligence, and managing the seamless transition from trial to implementation.
• Collaborate closely with internal AI, Engineering, and Sales teams, acting as the "voice of the customer" to provide strategic feedback that shapes the product roadmap.
• Establish scalable, high-quality onboarding and implementation processes that set all customers up for long-term success.
• Manage project risks and governance related to AI deployment, ensuring all solutions meet compliance, security, and responsible AI standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed