(Senior) AI Ops Specialist (Customer Experience)

Requirements

• You have 4+ years of experience in or closely with Customer Support and/or Professional Services, with a strong understanding of customer-facing operations, workflows, and metrics
• Process mapping expertise: You can document complex workflows, spot inefficiencies others overlook, and translate messy processes into clear, structured opportunities for improvement
• AI curiosity with hands‑on experience: You actively experiment with AI tools like Claude, ChatGPT, or automation platforms, building and testing solutions yourself rather than waiting for perfect requirements
• Structured prioritization: You assess opportunities using clear frameworks—balancing impact, feasibility, and business value—and maintain organized backlogs that drive action
• Translation skills: You move fluently between operational and technical audiences, turning business needs into solution requirements and technical possibilities into business cases
• Change mindset: You thrive in ambiguity, take initiative without perfect clarity, and see transformation as an opportunity to fundamentally rethink how work gets done
• Bonus: Experience with Zendesk, Rocketlane, Intercom/Fin, or previous involvement in operational excellence or transformation programs

What the job involves

• Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do
• We are dedicated to understanding and advocating for our customers, using data‑driven insights to shape our customer experience strategies and influence what we build
• Create real value with your subject‑matter expertise
• Tackle interesting challenges and partner closely with departments across Personio to drive operational excellence
• Join us to make a significant impact on the next phase of our scaling journey, together
• You'll sit in the COO Office, embedded in our Customer Experience organization to transform how Support and Professional Services operate through AI
• As one of Personio's first AI Ops Specialists, you'll map CX processes, identify high‑impact automation opportunities, and build solutions that fundamentally change how we serve customers
• Process Intelligence: You develop a deep understanding of end‑to‑end CX workflows across Support and Professional Services, identifying where manual effort, bottlenecks, and repetitive tasks create opportunities for AI transformation—from ticket triage to implementation playbooks to knowledge base maintenance
• Opportunity Pipeline: You own and maintain a prioritized backlog of AI use cases for CX, ranked by impact, feasibility, and cost‑saving potential, providing the Central AI Team with a credible transformation roadmap grounded in real operational insight
• Solution Building: You build and test lightweight AI solutions—prompt templates, Claude Projects, and workflow automations—that CX teams can immediately use, validating each use case with real users before scaling
• Discovery & Validation: You conduct regular process discovery sessions with CX teams—structured conversations and workflow observations that surface hidden inefficiencies—and test use cases with real users to document what works, what doesn't, and feed learnings back to the broader AI Ops network
• Governance & Collaboration: You ensure every AI solution complies with data classification and security standards, participate in the AI Ops network across business units, and represent CX transformation priorities in central planning discussions