Senior AI Operations Lead

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business. 

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.  

Role Overview 

We are seeking a Sr. AI Operations Lead to drive the governance, prioritization, and execution of AI-driven initiatives across our Customer Success functions. This role will be instrumental in operationalizing AI agents and capabilities that enhance efficiency, decision-making, and customer outcomes across Professional Services, Customer Success Management, Solutions Consulting, Subscription Management, and Technical Enablement. 
 
The ideal candidate is a strategic thinker with a strong operational mindset, technical fluency in AI/ML concepts, and a passion for driving innovation through intelligent automation. 

Key Responsibilities 

AI Strategy & Governance 

• Establish and maintain governance frameworks for AI use across Customer Success. 

• Ensure ethical, secure, and compliant deployment of AI agents and tools. 

• Define success metrics and KPIs for AI initiatives. 

Prioritization & Roadmapping 

• Partner with cross-functional teams to identify high-impact AI opportunities. 

• Develop and maintain a prioritized roadmap of AI use cases aligned with business goals. 

• Facilitate intake and evaluation of new AI ideas from internal stakeholders. 

Execution & Enablement 

• Lead implementation of AI agents and functionality across CS functions. 

• Monitor performance and continuously optimize AI tools for accuracy and impact. 

Cross-Functional Collaboration 

• Act as a liaison within Customer Success and GTM teams to translate business needs into AI solutions. 

• Support change management and enablement efforts to drive adoption of AI tools. 

• Provide training and documentation to ensure effective use of AI capabilities. 

Required Technical Skills 

• AI/ML Fundamentals: Understanding of machine learning concepts, natural language processing (NLP), and large language models (LLMs). 

• Data Analysis: Proficiency in data manipulation and visualization using tools like SQL, Python, or Tableau. 

• Cloud Platforms: Familiarity with cloud services such as AWS, Azure, or Google Cloud, especially AI/ML offerings. 

• APIs & Integrations: Ability to work with RESTful APIs and integrate AI tools with enterprise platforms (e.g., Salesforce, Gainsight). 

• Version Control & Collaboration: Experience with Git/GitHub and agile project management tools (e.g., Jira, Confluence). 

• Security & Compliance: Awareness of data privacy, security, and ethical considerations in AI deployment. 

Qualifications Required: 

• Minimum 5 ye