Director, AI Operations for Customer Experience

One Identity

About The Position

Director, AI Operations for Customer Experience One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts, and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud, and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category. We are seeking a visionary Director of AI Operations to lead the transformation of our customer facing groups that include Customer Success, Technical Support and Professional Services organizations through modern AI-driven approaches. This role will be responsible for defining and executing strategies that leverage artificial intelligence, machine learning, automation and cross-functional team collaboration to measurably enhance customer experience, improve operational efficiency, and enable scalable service delivery

Requirements

8+ years in Technical Support, Professional Services, or Customer Success leadership roles.
5+ years of experience driving technology transformation initiatives leveraging automation and AI to achieve great efficiencies.
Strong understanding of AI technologies, including generative AI, NLP, and machine learning.
Proven ability to lead cross-functional teams and manage complex projects.
Excellent communication and stakeholder management skills.
Strategic thinker with a passion for innovation.
Ability to translate technical concepts into business outcomes, presenting these clearly to cross-function teams and leadership.
Comfortable operating in a fast-paced, evolving environment.
Ability to generate support and buy in for company projects.

Responsibilities

Develop and own the AI adoption opportunity assessment and roadmap for Customer Success, Technical Support and Professional Services.
Align AI initiatives with overall business objectives and customer success goals with a focus on increasing customer value.
Identify opportunities to integrate AI technologies (e.g., generative AI, predictive analytics, intelligent automation) into support workflows and service delivery models.
Drive pilots and proof-of-concepts for AI solutions, ensuring measurable impact before scaling.
Develop and deploy customer call technology that drives process efficiency as well as measuring customer intent around areas such as potential churn.
Partner with cross-functional teams (Product, Engineering, Sales, Marketing to ensure seamless integration of AI tools and platforms.
Partner with current system and data owners (IT, Operations, functional team leaders) to ensure proper data access and provide integration and usage opportunities.
Educate and enable support and services teams on AI capabilities, fostering a culture of innovation and continuous improvement.
Define KPIs and success metrics for AI-driven initiatives.
Monitor performance and optimize AI solutions for efficiency, accuracy, and customer satisfaction.
Evaluate and manage relationships with AI technology providers and platforms.
Stay ahead of industry trends and emerging technologies to maintain a competitive edge.