AI Operations Leader
$105,000–$190,000 year
HybridToronto, Ontario, Canada
Job Summary
Ensure AI agent configuration, evaluation, and knowledge support services are delivered efficiently and consistently across client-facing squads. Partner with teams to forecast support requirements, align capacity with delivery demand, and establish intake, prioritization, and escalation processes. Monitor service quality, identify bottlenecks, and lead workload planning to balance skills against service commitments. Manage operational adoption of shared AI agents, prompts, and knowledge assets while driving continuous improvement and reducing duplicated effort. Define team objectives, coach members on skill development, and maintain visibility into capacity and utilization to communicate risks to leadership. Define, report on, and monitor operational metrics including turnaround time, backlog health, and stakeholder satisfaction to ensure reliable AIOS scaling.
Required Qualifications
- 6–12 years of experience in technical operations, shared services management, engineering operations, delivery management, or related fields
- demonstrated people leadership and accountability for operational performance across multiple teams or stakeholders
- Experience leading multidisciplinary or distributed teams responsible for technical support, configuration, quality, knowledge, or delivery services
- Experience managing demand, capacity, priorities, and service quality across multiple concurrent initiatives
- Experience using operational metrics and continuous-improvement practices to improve service delivery, responsiveness, and quality
- Degree in Comp Sci, Comp Eng, Software Engineering, Business Operations, Information Systems, or related field, or equivalent experience
- Strong understanding of shared-services operations, demand and capacity planning, workload prioritization, service delivery, and operational performance management
- Working knowledge of AI agent configuration, AI evaluation engineering knowledge operations, and delivery lifecycle, of AI-enabled solutions
- Experience establishing service standards, operational metrics, escalation processes, and continuous-improvement practices with strong process and quality-assurance orientation
- Ability to use operational data, dashboards, and trend analysis to make capacity, prioritization, and improvement decisions
Desired Qualifications
- Experience managing distributed or offshore teams
- Experience managing operations within a professional services, technology delivery, platform enablement, or shared-services organization
- Experience supporting AI, machine learning, agentic AI, or automation delivery environments
- Experience managing distributed or offshore teams across multiple time zones
- Experience working with centers of excellence or matrixed functional teams to secure and coordinate specialized resources
- Experience implementing operational dashboards, service metrics, workflow automation, or capacity-planning tools
- Experience reducing turnaround time, operational rework, or duplicated delivery effort
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