Senior AI Product Delivery Lead

Department: Operations

Location: New York Office

Employment Type: FullTime

At Gradient Labs, we're building the AI customer operations platform for financial services.

Founded in 2023, we now work with some of the biggest names in banking and fintech. Our platform runs specialist agents, purpose-built for financial services, to eliminate manual work across customer support and back-office operations. Together, they give product and operations teams the visibility and control to trust every outcome.

We're a team of builders from companies like Monzo, Wise, Mastercard, Revolut and Google. If you're excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we'd love to hear from you.

🎯 How you’ll make an impact

As an AI Product Delivery Lead, you’ll be responsible for helping enterprise customers achieve real, measurable results through automation. You’ll scope and lead end-to-end projects that embed our platform deeply into their operations and drive strategic outcomes that matter.

• Own the end-to-end delivery and integration of our AI platform into customer environments, setting the project plan and ensuring a high-quality outcome.

• Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy the solution.

• Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates.

• Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT).

• Serve as the primary technical interface for customers during pre-sales, assisting with POCs, legal/security due diligence, and managing the seamless transition from trial to implementation.

• Collaborate closely with internal AI, Engineering, and Sales teams, acting as the "voice of the customer" to provide strategic feedback that shapes the product roadmap.

• Establish scalable, high-quality onboarding and implementation processes that set all customers up for long-term success.

• Manage project risks and governance related to AI deployment, ensuring all solutions meet compliance, security, and responsible AI standards.

💡 What you’ll bring

• Proven Tech Delivery: Experience in forward-deployed, customer-facing roles at high-growth tech companies.

• Results-Driven Ownership: Proven ability to own and deliver complex, multi-stakeholder projects end-to-end.

• Structured Adaptability: Thrives in ambiguity, proactively creating structure and driving clarity where none exists.

• Technical Acumen: Strong grasp of technical fundamentals (APIs, integrations) and the ability to collaborate effectively with engineering teams.

• Data Analysis: Comfortable using analytical tools (e.g., Omni, BigQuery…) to surface insights and guide decisions.

• Clear Communication: Communicates clearly and confidently across all audiences,internal and external, including technical teams and senior leadership.

• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value.

• Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions balancing goals with feasibility.

Why join Gradient Labs?

This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation.

You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.