TechOps Transformation Lead - AI Support

TechOps Transformation Lead - AI Support

My client is a market-leading organisation and recognised industry leader operating within a high-volume, customer-centric environment. They are launching a major transformation programme to redesign how customer support is delivered, using AI, automation, and smarter operational design to improve service quality while scaling efficiently.
This is a true end-to-end transformation role. You will establish a lean support function, select and implement the right AI-enabled support platform, and lead the full transition into a scalable in-house operation built for long-term growth.
This is not a coordination role. We need someone who can lead with conviction, move quickly, make decisions in ambiguity, and take ownership from first principles through to full operational delivery. Speed is critical. The project must mobilise immediately, generate meaningful performance data quickly, and enable key strategic decisions within the second half of the year.
 
Programme Leadership

• Own and deliver the full transformation from discovery through to rollout with minimal oversight
• Establish governance, reporting cadence, stakeholder communication, and executive decision points
• Manage risks, blockers, and cross-functional delivery across Finance, Commercial, Legal, People, Systems, and Engineering

Discovery & Business Case

• Assess current support operations including cost base, volumes, SLAs, supplier model, and customer satisfaction
• Build and maintain the financial model and produce a board-ready business case
• Identify savings opportunities across AI deflection, automation, productivity, supplier strategy, and operating model redesign

Platform & Technology

• Lead evaluation and implementation of AI-enabled support platforms such as Zendesk, Salesforce Service Cloud, Intercom, and similar tools
• Define selection criteria around AI capability, workflow automation, CRM integration, and reporting
• Oversee platform setup, routing workflows, self-service capability, dashboards, and the long-term technology blueprint

Operating Model & Execution

• Design a layered support model across self-service, operational support, escalations, and premium service functions
• Build SOPs, QA frameworks, escalation paths, and service standards
• Launch the initial model quickly, stabilise performance, and track KPIs including volumes, response times, CSAT, productivity, and cost per resolution
• Deliver the final recommendation and transition into a permanent AI-first support function built to scale without linear cost growth

Essential Experience

• Proven experience leading customer support transformations or operational insourcing programmes
• Strong commercial acumen with the ability to build and defend financial business cases
• Experience implementing AI-powered support platforms or CRM systems
• Comfortable operating at pace in high-stakes, ambiguous environments
• Strong stakeholder management across business, operations, finance, legal, and technology teams
• Experience managing supplier transitions and service redesign
• Clear communicator able to produce executive-ready outputs and drive decisions

Desirable

• Experience with Zendesk, Salesforce Service Cloud, Intercom, or similar platforms
• Background in high-growth, technology-led or customer-centric businesses
• Experience building AI deflection, auto-triage, and workflow automation solutions from scratch

NOTE: This is not a traditional Programme Manager or coordination role, and it is not a pure AI Engineer position. We are looking for someone who has personally led end-to-end support transformations, built operating models from scratch, owned commercial decision-making, and delivered customer support insourcing or service redesign programmes. Candidates focused purely on project tracking or technical AI build work without operational ownership will not be suitable.