Overview
TechOps Transformation Lead – AI Support. My client is a market-leading organisation and recognised industry leader operating within a high-volume, customer-centric environment. They are launching a major transformation programme to redesign how customer support is delivered, using AI, automation, and smarter operational design to improve service quality while scaling efficiently. This is a true end-to-end transformation role. You will establish a lean support function, select and implement the right AI-enabled support platform, and lead the full transition into a scalable in-house operation built for long-term growth. Speed is critical; the project must mobilise immediately, generate meaningful performance data quickly, and enable key strategic decisions.
This is not a coordination role. We need someone who can lead with conviction, move quickly, make decisions in ambiguity, and take ownership from first principles through to full operational delivery.
Programme Leadership
- Own and deliver the full transformation from discovery through to rollout with minimal oversight
- Establish governance, reporting cadence, stakeholder communication, and executive decision points
- Manage risks, blockers, and cross-functional delivery across Finance, Commercial, Legal, People, Systems, and Engineering
Discovery & Business Case
- Assess current support operations including cost base, volumes, SLAs, supplier model, and customer satisfaction
- Build and maintain the financial model and produce a board-ready business case
- Identify savings opportunities across AI deflection, automation, productivity, supplier strategy, and operating model redesign
Platform & Technology
- Lead evaluation and implementation of AI-enabled support platforms such as Zendesk, Salesforce Service Cloud, Intercom, and similar tools
- Define selection criteria around AI capability, workflow automation, CRM integration, and reporting
- Oversee platform setup, routing workflows, self-service capability, dashboards, and the long-term technology blueprint
Operating Model & Execution
- Design a layered support model across self-service, operational support, escalations, and premium service functions
- Build SOPs, QA frameworks, escalation paths, and service standards
- Launch the initial model quickly, stabilise performance, and track KPIs including volumes, response times, CSAT, productivity, and cost per resolution
- Deliver the final recommendation and transition into a permanent AI-first support function built to scale without linear cost growth
Essential Experience
- Proven experience leading customer support transformations or operational insourcing programmes
- Strong commercial acumen with the ability to build and defend financial business cases
- Experience implementing AI-powered support platforms or CRM systems
- Comfortable operating at pace in high-stakes, ambiguous environments
- Strong stakeholder management across business, operations, finance, legal, and technology teams
- Experience managing supplier transitions and service redesign
- Clear communicator able to produce executive-ready outputs and drive decisions
Desirable
- Experience with Zendesk, Salesforce Service Cloud, Intercom, or similar platforms
- Background in high-growth, technology-led or customer-centric businesses
- Experience building AI deflection, auto-triage, and workflow automation solutions from scratch
NOTE: This is not a traditional Programme Manager or coordination role, and it is not a pure AI Engineer position. We are looking for someone who has personally led end-to-end support transformations, built operating models from scratch, owned commercial decision-making, and delivered customer support insourcing or service redesign programmes. Candidates focused purely on project tracking or technical AI build work without operational ownership will not be suitable.
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