Manager of AI Deployment, Observe.AI
$150-165k
Plus equity and performance incentives
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
$150-165k
Plus equity and performance incentives
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- Experience: 8+ years leading complex SaaS or AI implementations, specifically managing multi-stakeholder enterprise deployments, with a proven track record of previous team leadership experience
- People Management: Direct experience managing, coaching, and scaling implementation or deployment teams in a high-growth technology environment
- Program & Process Architecture: A proven track record of managing implementation portfolios and continuously optimizing and scaling customer onboarding processes
- Expert Organization: Expert-level organizational, resource allocation, and time management skills with an analytical, problem-solving mindset
- Domain Expertise: Deep understanding of contact center operations, KPIs, and ROI stories (e.g., speech analytics, quality management, or AI-driven CX platforms)
- Executive Presence: Demonstrated ability to coordinate with cross-functional leaders, navigate ambiguity, set clear internal and external expectations, and professionally manage critical escalations
What the job involves
- Lead a team of builders dedicated to accelerating time-to-value for our customers
- As the Manager of the AI Deployment Team, you will manage the resource allocation and professional velocity of the deployment team, shaping implementation standards for high-performance delivery
- In this role, you will transition from individual execution to strategic oversight, leading a team of high-performing Deployment Managers who own complex, enterprise-scale deployments of Observe.AI’s platform
- This role operates at the intersection of team leadership, AI innovation, enterprise transformation, and operational excellence, helping our customers adopt and scale Conversational AI to drive automation, efficiency, and exceptional customer experiences
- Team Leadership & Coaching: Manage, coach, and hold the AI Deployment team accountable for performance, growth, and professional velocity
- Portfolio Oversight: Oversee a portfolio of customer program teams through multi-phase implementations—ensuring consistent, high-quality service delivery, technical execution, and project timeline adherence
- Process & Standards Excellence: Ensure the team follows strict delivery standards, contributes to operational improvements, and efficiently scales customer onboarding processes
- Delivery & ROI Tracking: Track team performance, overall customer adoption metrics, and core implementation KPIs to set up customers for long-term platform success
- Cross-Functional Collaboration: Partner with Sales, Product, and Engineering leaders to optimize service delivery frameworks, refine product feedback loops, and seamlessly resolve high-level customer escalations
- Strategic Support: Guide your team through technical roadmaps and dependencies, and provide executive-level support during customer discovery sessions and solution design workshops
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centres through AI by automating tasks and form-filling, helping people find more information more quickly.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than to the businesses they serve, providing valued call-optimisation tools to improve operatives' performance. It also provides an analysis engine for cross-channel customer interactions, enabling users to find new revenue opportunities, employ effective coaching, and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.4m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
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