About The Role The Head of AI Operations is a senior role that will play a major part in the next phase of Otonomee's development and in how we create value for our customers through the intelligent use of AI in operations.
This role sits at the intersection of operations, technology, sales, and product development, with a mandate to drive efficiency, scalability, customer outcomes, and commercial performance.
The role will help define and lead Otonomee's AI and technology vision for customer operations, translating that vision into practical roadmaps, solutions, and services that can be deployed at scale across clients and internal teams.
This includes maximising the value of 3rd party platforms, sourcing and integrating new technologies, working with development partners and ensuring that innovation is embedded into day-to-day delivery rather than treated as standalone initiatives.
This role will lead the development of our partner strategy as we aim to develop our Ai implementation capabilities and expertise in 3rd party platforms.
Success in this role will be measured by tangible outcomes: the creation of new business opportunities and revenue streams by offering Ai enabled services, consulting on operational transformation, developing stronger client relationships, reduced operational costs, and increased scalability, .
This is a senior role suitable for an ambitious leader and will initially report into the CEO.
This is a great opportunity for an ambitious leader looking to make a major impact on the strategy, direction and success of a fast scaling, award winning business.
WHAT YOU'LL BE DOING Overall Purpose Lead the development and evolution of Ai tools and services that enhance Otonomee's service offering and value proposition.
Bring a product development mindset to our Ai offering and o wn the roadmap for AI enabled services that will be developed and owned by Otonomee (IP) Own relationships with technology partners and 3rd party AI service providers and AI CX platforms.
Lead solution design, build and implementation of AI solutions for customers.
Support sales in understanding customer requirements and creating innovative commercially compelling solutions that help us win new customers Act as a consultant for customers where there is an opportunity for improvement in their customer support operations through the adoption of Ai and new practices enabled by AI Lead the development of Otonomee's use of AI in customer operations through the transfer of expertise from partners.
Own the recruitment of the team required to support and grow Otonomee's AI capability.
Support Sales and Operations Teams in solutioning new opportunities.
Understand customer requirements and take ownership for solution design and development Work with operations to find opportunities to make proactive offerings to customers Support the implementation of new AI technology and contribute to the design of new practices in customer operations Implementation and transforming customer operations Ai technology alone will not improve our customer operations, and you will be required to work with our client facing teams to ensure that processes and practices are adapted appropriately to ensure a successful implementation of AI services Support process re-design, new role definition and Team Member training as required to ensure operational improvements are achieved and benefits realised.
Hands on experience of transforming customer support operations through the successful adoption of AI is a must Growing and managing our partnership network Work with partners to understand how their offerings can support the further development of Otonomee's AI services Where Otonomee participates in partnership programmes with Ai platform providers, you will be accountable for the entire project lifecycle from analysis, design and implementation Identify and build relationships with relevant platform providers Identify new partner programmes that Otonomee should consider Drive improvement and efficiencies in our operations through the use and adoption of technology.
Work with operations to envision a future operating model that includes a significant leap and advancement in Otonomee's use of technology and specifically AI Ensure internal support depts are at the cutting edge of CX industry through adoption of AI enabled solutions and products across quality, training, insights, reporting, workforce management and learning and development Your profile We are looking for a commercially minded, technically credible leader who is passionate about applying AI and technology to solve operational and customer problems.
You are comfortable operating at both strategic and hands-on levels — able to set a long-term vision while also getting into the detail required to turn ideas into working solutions.
You have strong experience working in complex service or CX environments and understand how contact centres, quality, training, workforce management, insights, and reporting functions operate .
You are naturally curious about emerging technologies, particularly AI, automation, analytics, and conversational platforms, and you stay up to date with how these can be applied in real-world environments.
You are comfortable working with partners and vendors (e.g. AI customer management platforms like Intercom and Zendesk, CCaaS platforms, AI vendors) and understand how to evaluate, integrate, and govern new solutions .
Above all, you are outcome-driven, collaborative, and resilient — someone who can influence without authority, drive change across teams, and help position Otonomee as a forward-thinking, technology-enabled partner to its customers.
Why us?
WHAT YOU GET IN RETURN: An opportunity to influence the direction of a fast scaling, award winning organisation F ully Remote work based in Ireland, Portugal or Romania A competitive salary and incentivisation plan Flexible benefits Equipment provided Home office allowance Online Gym and Wellbeing Studio The opportunity for professional growth Fun company events and team outings Autonomy and Responsibility About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions.
Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50.
Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus.
Founded in **** by Aidan and Hilary O'Shea, Otonomee was created to challenge the traditional "big city, big building" BPO model.
Instead, we offer a nimble, bespoke service that isn't limited by contact-centre capacity.
Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them.
Otonomee is built to be better for people, partners, and the planet.
We have been a certified B Corp since September **** and were recently recognised as an EY Entrepreneur of the Year finalist.
In just five years, we have grown to more than 600 employees, representing 54 nationalities across Europe, the United States, and Asia.
We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences.
At Otonomee, equality, diversity, and inclusion are central to how we operate.
We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard.
Together, we grow.