AI & System Operations Lead

In this role, you will:

• Lead the implementation of a comprehensive AI strategy within User Operations, aligning AI solutions with business objectives to optimize user support operations and maximize ROI. Overseeing the full lifecycle of AI technology solutions, from planning and testing to rollout and support. Manage proofs of concept, vendor relationships, and comprehensive change management processes
• Own and optimize our AI chatbot and Zendesk experiences
• Develop workflows, design new intents, implement conversational flows, and enhance usability and efficiency through advanced configurations and automation
• Analyze data and feedback from AI interactions and user support systems to identify trends and areas for improvement
• Prepare and deliver reports that propel data-driven decision-making across the organization
• Lead cross-functional teams in developing and executing user-focused pilots and product evaluations
• Define objectives and manage tooling roadmaps to integrate product automation and AI solutions, enhancing customer support effectiveness
• Partner with stakeholders across Engineering, Product Operations, Data Science, and Design to create detailed project plans with timelines, milestones, and communication strategies to accelerate change adoption and achieve project goals
• Develop comprehensive business cases that identify and address systemic gaps in our technology stack 
• Communicate effectively with stakeholders and actively support vendor negotiations to ensure that technology investments align with both our budgetary constraints and broader project objectives
• Establish and maintain high-quality documentation standards for internal processes, systems, and configurations 
• Create insightful reports and dashboards to track operational efficiency and success metrics

What you bring to the table:

• 5 years of relevant experience in technology project management, specifically in AI and customer support systems, including Zendesk
• Demonstrable experience as a Zendesk Administrator with deep knowledge of its configurations, automation, and integrations
• Solid understanding of AI implementations and user support technologies, with a track record of leading significant transformation efforts
• Strong analytical skills to identify trends and areas for improvement from AI interactions and user support systems
• Experience with SQL and querying databases using tools like BigQuery, Looker Studio, and Zendesk Explore.
• Basic familiarity with programming languages (e.g., JavaScript, Ruby) and API integrations
• Strong data analysis, project management, and problem-solving abilities
• Experience managing complex technical issues and driving projects to successful completion 
• The ability to assess risks and opportunities, with a focus on process simplification and productivity improvements
• Excellent written and verbal communication skills, capable of effectively interfacing with both technical and non-technical stakeholders
• Proven ability to work collaboratively across departments and maintain strong relationships with internal and external partners
• Proficiency in working across technical interfaces, troubleshooting, and collaborating on issues with technical experts
• Comfortable with frequent change and passionate about adopting new technologies and solutions

Bonus points if you have:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience conducting customer research, analysis, and user interviews to identify pain points, opportunities, and define product requirements
• Experience developing and implementing robust experiment frameworks for continuous optimization of AI chatbots, Zendesk configurations, and other support applications

Compensation, Benefits & Perks:

• Quizlet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Salary transparency helps to mitigate unfair hiring practices when it comes to discrimination and pay gaps.  Total compensation for this role is market competitive, including a starting base salary of $120,000 - $170,000, depending on location and experience, as well as company stock options
• Collaborate with your manager and team to create a healthy work-life balance
• 20 vacation days (and we expect you to take them!)
• Competitive health, dental, and vision insurance (100% employee and 75% dependent PPO, HMO, VSP Choice)
• Employer-sponsored 401k plan with company match
• Access to LinkedIn Learning and other resources to support professional growth
• Paid Family Leave, FSA, HSA, Commuter benefits, Wellness benefits
• 40 hours of annual paid time off to participate in volunteer programs of choice