The Role
As the AI & Automation Operations Manager, you will optimize AI and automation in customer support, manage priorities, coach team members, and drive operational excellence through data-driven insights and performance evaluation frameworks.
Summary Generated by Built In
Working at Omnisend is... kind of boring.
Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.
We’re expanding our AI & Automation efforts within Customer Support and looking for an AI & Automation Operations Manager — a structured, creative, systems-oriented thinker who can turn complexity into clarity. This role is key to making customer support smarter, more efficient, and human-centered.
You’ll work closely with the AI & Automation Lead, who focuses on overall strategy, architecture, and infrastructure. This role complements that focus by supporting the Lead in strategic AI customer support agent development, including agent behavior design, intelligence enhancements, and QA frameworks. You’ll also own cross-team initiatives, workflow frameworks, operational excellence, and data-driven insights — ensuring initiatives are executed efficiently, sustainably, and with measurable impact. As co-lead for the AI & Automation Specialist, you’ll guide, coach, and align priorities to ensure the team delivers effectively.
Intercom is our primary tool for AI and automation development, though you’ll explore other automation solutions, integrations, and AI capabilities as needed.
What you’ll do @ Omnisend:
- Manage priorities and backlog: Co-lead the team backlog with the AI & Automation Lead, set priorities, and ensure initiatives and delivery are aligned and effective.
- AI agent behavior and intelligence design: Translate business and CX needs into AI agent behavior guidelines, decision-making models, and QA processes. Support technical initiatives to scale AI capabilities, integrate data connectors, and enhance agent intelligence.
- AI performance evaluation frameworks: Design, maintain, and continuously improve evaluation frameworks for both behavior and performance. Use insights from quantitative and qualitative data to monitor AI behavior, identify gaps, and guide evidence-based improvements.
- Cross-team workflow optimization: Lead initiatives to improve human agent workflows with automation or AI, translating operational needs into scalable solutions.
- Functional leadership and mentoring: Co-lead the AI & Automation Specialist, providing guidance, coaching, and alignment to ensure priorities and delivery are clear and effective.
- Data analytics and operational insights: Own end-to-end Customer Support analytics, covering AI and human operations. Monitor trends, define key metrics, and build frameworks for data-informed improvements. Identify where AI can take over routine tasks to optimize workflows and free human agents to focus on high-value, expert, relationship-driven customer interactions.
- Technical solutions and workflow optimization: Explore, evaluate, and implement AI capabilities (including low-code/no-code AI agents and other AI solutions), automation solutions, API integrations, and third-party applications to support development initiatives and internal workflows. Drive efficiency, scalability, and intelligence while enabling AI and human workflows to work seamlessly together.
What we expect you’ll bring:
- Core Experience & Project Management: Several years leading initiatives, complex workflows, or cross-functional projects, ideally in tech or product-driven environments. Demonstrated ability to set priorities, drive outcomes, and deliver results. Skilled in planning, backlog management, process mapping, QA, and structured execution of projects and operational initiatives.
- Customer & Data Focus: Hands-on experience analyzing customer insights, VoC data, or operational metrics to inform decisions and improvements. Comfortable applying quantitative and qualitative data to track progress, identify risks, and guide evidence-based improvements across projects and operational initiatives. Able to identify opportunities where AI can complement human work and optimize workflows.
- Mentoring: Experience guiding and co-leading specialists, with a genuine interest in helping others grow, align priorities, and deliver effectively.
- Communication & Collaboration: Excellent written and spoken English. Able to explain complex systems, workflows, and technical concepts clearly to stakeholders and work collaboratively across teams.
- Mindset & Approach: Strategic and operational thinker, creative problem solver, and curious learner with a focus on efficiency and optimization. Collaborative and empathetic, balancing care for customers and team members with strong self-management, accountability, and a drive to leverage AI and automation while supporting team growth.
- Technical & AI Exposure: Familiarity with Intercom or similar AI/automation platforms, automation tools, API integrations, third-party applications, or light scripting/coding. Interest in AI support agent development and low-code/no-code AI solutions.
What we offer in return:
- Gross fee starting point from 3000 EUR/month based on experience. This role is offered on an independent contractor basis. As a contractor, you are responsible for declaring and paying any applicable taxes in your country of residence.
- Quarterly performance reviews.
- Unlimited learning budget for self-improvement after 3 months.
- Private health insurance.
- Unlimited access to psychotherapy.
- Workstation budget (420 EUR).
- Work anniversary gifts (like home cleaning services).
- Attractive workations and team-led team-building events.
- Working methods and best practices inspired by Silicon Valley’s top tech companies.
- Senior colleagues (70%+) creating a high-performing environment that accelerates your growth.
Application:
- To apply, please share either your CV or LinkedIn profile. Beyond that, you’re welcome to tell us more about yourself in any format that feels right to you — a written note or anything else you’d like to share. There’s no required length or structure.
- If you prefer, you may optionally include a video introduction. This is entirely optional and won’t affect your application if you choose not to include one.
Omnisend is a customer-centric product-focused company where you will be instrumental in creating a global product — Email and SMS marketing platform to drive rapid e-commerce stores growth and accelerate online businesses expansion, a platform with a well-established position in the US.
Seamless integration with all major Ecommerce platforms, ready-made automation and email templates, flexible segmentation, and award-winning 24/7 customer support — Omnisend makes it simple for businesses of all sizes to sell more without breaking the bank. "Great marketing needs to be expensive" is proven to be wrong every day by 150 ,000+ Omnisend customers who are successfully growing their businesses through Email and SMS marketing. Every $1 spent on Omnisend platform makes 68$ on average for our customers.
Top Skills
Api Integrations
Data Analytics
Intercom
Low-Code/No-Code Ai Solutions
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The Company
What We Do
Omnisend is an email & SMS marketing platform with a suite of features made specifically to help ecommerce stores grow their online businesses faster. One-click integration with major ecommerce platforms, pre-made automation & email templates, and award-winning 24/7/365 live customer support make it easy for brands of any size to sell more—all without the exaggerated cost. “Great marketing needs to be expensive” is a myth that 100,000+ Omnisend customers are busting every day by growing their businesses with email and SMS marketing. We’re a team of more than 180 Omnisenders working worldwide and looking for talented, passionate developers, artists, marketers, and everything in between. Are you excited about helping ecommerce marketers to discover the best ways to build relationships with their customers? Check out our open positions here: https://www.omnisend.com/careers/
