Senior AI Operations Transformation Lead

Trustly•New York, NY

3d•$200,000 - $280,000•Onsite

About The Position

The Senior AI Operations Transformation Lead is a hands-on generalist on Trustly’s AI Transformation team, responsible for rebuilding business workflows around AI across the company. The role partners with teams across areas including Customer Operations, Finance, Legal, People, and Go-to-Market to understand existing processes, gather requirements, design AI-native workflows, and demonstrate results through documented baselines and Finance-validated measures of cost, cycle time, and reclaimed capacity. The role involves building and iterating on AI workflows in Claude and related tools, deciding when work can be done with Claude or no-code tools and when IT or engineering support is needed, and coordinating complex processes across multiple teams. The lead will help teams adopt and operate new workflows, ensure potentially regulated decisions are referred to Legal and Compliance, and develop reusable patterns for other teams. The role is based in Trustly’s New York office and involves occasional travel within the US and Europe.

Requirements

Advanced daily use of Claude or a similar AI assistant, with examples of workflows built for use by other people.
Hands-on experience building automated workflows with AI, low-code, or integration tools.
Strong requirements-gathering skills, including with stakeholders who are unsure what they need.
At least 6 years of experience in operations, process improvement, business analysis, or a similar field.
Track record of running complex cross-functional processes or programs.
Ability to build and track operational metrics and explain them to Finance.
Ability to receive feedback and use it to improve work.
Curiosity, motivation to learn, and enthusiasm for building.

Nice To Haves

Experience in regulated industries or financial services.
Lean or Six Sigma certification.
Familiarity with Claude Code, MCP, or scripting.
Experience leading change with frontline teams, including training and communication.

Responsibilities

Run discovery with business teams to capture requirements, including what work is performed, who performs it, where it breaks, and what success looks like.
Build AI workflows in Claude using projects, skills, and connectors, taking them from prototype to workflows teams rely on.
Iterate on workflows based on stakeholder feedback.
Manage complex processes spanning multiple teams and keep owners, dependencies, and decisions clear.
Establish a baseline before making changes and track a speed and quality metric for each workflow.
Build a financial case for changes based on capacity gained or cost avoided, and obtain Finance validation.
Determine which solutions can be built directly using Claude and no-code tools and which require IT or engineering support.
Identify workflows involving regulated decisions, such as credit risk, fraud, AML, or complaints handling, and route them to Legal and Compliance.
Train affected teams on new ways of working and hand over workflows they can operate independently.
Turn developed workflows into reusable patterns for other teams.