AI Customer Operations Associate

Job Description

About This Position

The AI Customer Operations Associate is a forward-leaning role on the Customer Operations Team, purpose-built to operationalize and automate the work of our CX team. This individual brings both operational rigor and hands-on AI fluency to the team not just identifying opportunities for automation, but building and deploying them. They serve as one of the team's primary drivers of intelligent process design, using AI tools, APIs, and no-code/low-code platforms to reduce manual lift and scale operational capacity. They will work with all the following softwares (subject to change): Kantata, Salesforce, Salesloft, Zendesk, Zoom, Gainsight PX, Domo, Claude, n8n, Articulate and Gemini.

Responsibilities

AI Automation & Operational Innovation (Approximately 40% of time)

- Automation Development: Design, build, and deploy AI-powered workflows that automate repetitive operational tasks across the Customer Experience team, with tools such as Gemini, Claude, and similar platforms.
- Systems Integration: Develop and maintain integrations between core platforms (Salesforce, Kantata, Salesloft, and others) using APIs and no-code/low-code tooling to eliminate manual data entry and reduce human error.
- Process Intelligence: Continuously evaluate the team's operational workload to identify high-ROI automation candidates; document, test, and iterate on solutions with measurable outcomes.
- AI Enablement: Champion AI tool adoption across the Customer Experience team through enablement sessions, how-to documentation,



and hands-on coaching; stay current on emerging tools and evaluate their fit for team use cases.

Project Initiation & Client Service Support (Approximately 30% of time)

- Project Setup: Partner with the Client Services team to support project initiation and service delivery workflows, ensuring clients have what they need to get started and that internal handoffs happen efficiently and on time.
- NOTE: These tasks are currently handled by the Operations Coordinator, and you will support them on these tasks

Strategic Operations & Analytics (Approximately 20% of time)

- Performance Analytics: Own end-to-end delivery of monthly departmental metrics, using AI-assisted analysis where applicable to surface trends, flag risks, and generate actionable insights for leadership.
- Data Integrity: Maintain high-standard data hygiene across Salesforce, Kantata, and other core platforms, ensuring single-source-of-truth reporting remains accurate and reliable.

Systems Enablement & Training (Approximately 10% of time)

- Tech Stack Enablement: Design enablement programs for the team's tech stack (including Articulate, Skilljar, and other software), with emphasis on AI tools and automated workflows.
- Training Development:



Develop training materials that build the team's confidence with current tools and processes, particularly as AI capabilities evolve.
- Tool Evaluation: Assist in evaluating and onboarding new tools, serving as an internal subject matter expert for operational technology decisions.

Required Qualifications

- Bachelor's degree.
- Fluent in written and spoken English
- This role requires daily availability until at least 10:30 PM IST to support a minimum 4-hour overlap with the US Eastern time zone team. Additional, ad-hoc meetings will likely be requested that would require to be available past 10:30 PM IST.

Preferred Qualifications

- Minimum of 2 years of experience in operations, process improvement, or a technical coordinator role, preferably within a software or technology environment.
- Experience working with Client Support, Client Services, and Client Success
- Hands-on experience building automations with no-code/low-code tools (Claude, n8n, or similar) and working with APIs (REST, webhooks).
- Familiarity with AI productivity tools (e.g., Claude, ChatGPT, Copilot, Gemini) and a track record of applying them to real work problems not just awareness.
- Strong organizational skills with the ability to manage multiple projects simultaneously and communicate clearly about tradeoffs and priorities.
- A problem-solving mindset — proactively identifies friction, builds solutions, and documents them for others to use.
- Familiarity with Watermark solutions and/or the higher education sector is a plus.

📌 AI Customer Operations Associate (Punjab)
🏢 Watermark
📍 Punjab