AI Operations Specialist

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 Description

• Drive Support transformation and continuous improvement by evaluating processes, pain points, and inefficiencies • Gather and analyze feedback from customers, Support teams, leadership, and stakeholders • Examine ticket trends, customer interactions, support metrics, and recurring issues • Identify opportunities to use AI, automation, and emerging technologies to improve Support processes • Design, configure, test, deploy, and continuously improve AI tools for employees and customers • Serve as a subject matter expert and escalation resource for AI-related tools and capabilities • Monitor AI performance, accuracy, adoption, customer feedback, and business impact • Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards • Coordinate AI and Support improvement initiatives from discovery through measurement • Partner with Product and R&D to ensure AI capabilities are supportable and operationally ready • Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams • Champion responsible AI adoption throughout Customer Operations • Establish success measurements for efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience • Help define the processes and operating model for a future AI Support/Operations function • Work closely with Support leadership, analysts, customers, Product, R&D, and cross-functional teams • Travel as needed, approximately 25%

🎯 Requirements

• 3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role • Equivalent education and experience will also be considered • Strong analytical and investigative skills • Experience evaluating business processes and helping drive improvements from idea through implementation • Experience with or strong working knowledge of generative AI and AI-assisted tools • Strong technical aptitude and ability to quickly learn new AI platforms, applications, and technologies • Strong customer-service mindset • Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams • Strong written and verbal communication, organization, and project-management skills • Commitment to continuous learning, experimentation, documentation, and responsible use of AI • Current, valid passport • Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean • Preferred/standout experience with AI agents, chatbots, copilots, automation, prompt design, AI workflows, knowledge grounding, AI testing, support data analysis, APIs, SQL, integrations, scripting, business requirements, user stories, testing, change management, enterprise software, ERP, CIS, utility technology, or the utility industry

🏖️ Benefits

• 3 weeks’ vacation and 5 personal days • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment • Employee stock ownership • RRSP/401k matching programs • Lifestyle rewards • Remote work