Customer Operations Lead – AI & Automation

🕒 March 18

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Optro

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

☁️ SaaS

📋 Compliance

🤖 Artificial Intelligence

SaaS • Compliance • Artificial Intelligence

Optro is an enterprise software company (formerly AuditBoard) that provides an AI-powered Governance, Risk, and Compliance (GRC) platform for large organizations. Its cloud-based system connects audits, controls, risk assessments, third-party risk, and compliance frameworks into a unified operational model that continuously monitors evidence, surfaces control failures, and automates assurance workflows. Optro targets enterprises and regulated organizations seeking to scale risk programs, improve visibility and compliance, and leverage domain-trained AI to move from reactive oversight to proactive risk management.

📋 Description

• Identify and prioritize automation opportunities across CS, Renewals, Professional Services, Support, and Customer Education • Build and scale automations that support post-sale segments with limited or no account ownership, in addition to high-touch programs. • Design AI-powered workflows using tools such as Workato, automation platforms, LLM-based tools, REST APIs and internal systems • Develop standardized automation playbooks to scale repeatable solutions • Research, identify, evaluate, and recommend third-party automation and AI tools aligned to business needs • Configure and deploy automation workflows within existing systems (Salesforce, Gainsight, Zendesk, Rocketlane, etc.) • Develop documentation, enablement materials, and change management strategies to drive adoption • Build a library of “AI use cases” and reusable prompts / GEMs • Track automation ROI, including time saved, cost avoided, and efficiency gains • Ensure responsible and compliant use of AI, working with Security, Legal, and IT to address data governance, access controls, and risk management.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field • 5+ years of experience in business operations, automation, AI implementation, or systems optimization within a SaaS environment • Hands-on experience with workflow automation tools (Workato, Zapier, Make, etc.) • Strong working knowledge with AI tools and LLM applications (ChatGPT, Gemini, enterprise AI platforms) and other generative AI • Comfort with scripting and APIs (Python or similar), SQL basics, and working with JSON/webhooks • Strong systems thinking mindset with ability to map end-to-end workflows • Experience partnering cross-functionally with business, IT, Security, and Data teams • Proven ability to lead pilot programs and evaluate vendor solutions • Strong communication skills and ability to influence without authority • Experience supporting Customer Success, Renewals, Support, or Professional Services teams within a SaaS business environment • Exposure to CRM systems (Salesforce), CS platforms (Gainsight), support tools (Zendesk), and data warehouses (Snowflake) • Experience quantifying ROI for automation and AI initiatives.

🏖️ Benefits

• Live your best life (LYBL)! $200/mo for anything that enhances your life • Comprehensive employee health coverage (all locations) • 401K with match (US) or pension with match (UK) • Competitive compensation & bonus program • Flexible Vacation (US exempt & CA) or 25 days (UK) • Time off for your birthday & volunteering • Employee resource groups • Opportunities for team and company-wide get-togethers!