Customer Operations AI & Automation Lead (Remote)

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.

At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

Why This Role is Exciting

We are seeking a Senior AI & Automation Engineer to drive efficiency and intelligent workflow transformation across our Post-Sales organization (Customer Success, Renewals, Professional Services, Support, and Customer Education).

This role will identify automation opportunities, design AI-enabled workflows, partner with frontline teams to eliminate manual work, and pilot third-party AI and automated workflow solutions. You will serve as the bridge between business teams, enterprise systems, and emerging AI capabilities while ensuring automation drives measurable improvements in retention, productivity, and customer experience.

This is a high-impact role focused on scaling the organization.

Key Responsibilities

• Identify and prioritize automation opportunities across CS, Renewals, Professional Services, Support, and Customer Education

• Build and scale automations that support post-sale segments with limited or no account ownership, in addition to high-touch programs.

• Design AI-powered workflows using tools such as Workato, automation platforms, LLM-based tools, REST APIs and internal systems

• Develop standardized automation playbooks to scale repeatable solutions

• Research, identify, evaluate, and recommend third-party automation and AI tools aligned to business needs

• Configure and deploy automation workflows within existing systems (Salesforce, Gainsight, Zendesk, Rocketlane, etc.)

• Develop documentation, enablement materials, and change management strategies to drive adoption

• Build a library of “AI use cases” and reusable prompts / GEMs

• Track automation ROI, including time saved, cost avoided, and efficiency gains

• Ensure responsible and compliant use of AI, working with Security, Legal, and IT to address data governance, access controls, and risk management.

Attributes for a Successful Candidate

• Bachelor’s degree in Computer Science, Engineering, or related field

• 5+ years of experience in business operations, automation, AI implementation, or systems optimization within a SaaS environment

• Hands-on experience with workflow automation tools (Workato, Zapier, Make, etc.)

• Strong working knowledge working with AI tools and LLM applications (ChatGPT, Gemini, enterprise AI platforms) and other generative AI

• Comfort with scripting and APIs (Python or similar), SQL basics, and working with JSON/webhooks

• Strong systems thinking mindset with ability to map end-to-end workflows

• Experience partnering cross-functionally with business, IT, Security, and Data teams

• Proven ability to lead pilot programs and evaluate vendor solutions

• Strong communication skills and ability to influence without authority

• Experience supporting Customer Success, Renewals, Support, or Professional Services teams within a SaaS business environment

• Exposure to CRM systems (Salesforce), CS platforms (Gainsight), support tools (Zendesk), and data warehouses (Snowflake)

• Experience quantifying ROI for automation and AI initiatives

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.

• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.

• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.

• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.

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