AI Operations Specialist

Harris Computer

. Drive Support transformation and continuous improvement by evaluating processes, identifying pain points, and recommending solutions.

Posted 10/7/2026full-timeRemote • Canada, United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in AI tools and automation to enhance customer support processes, with a strong focus on data analysis, process improvement, and cross-functional collaboration. Proven ability to develop training materials and establish success metrics to drive efficiency and customer satisfaction.

Highest-signal resume keywords

Generative AI KnowledgeProcess ImprovementData AnalysisCustomer Support ExperienceProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Tool DevelopmentProcess EvaluationData AnalysisPrompt DesignSQLAPIsAutomationTechnical SupportChange ManagementTesting AI Solutions

Soft Skills

Analytical SkillsCustomer-Service MindsetCollaborationWritten CommunicationVerbal Communication

Tools & Technologies

AI PlatformsChatbotsAutomation ToolsKnowledge Management SystemsEnterprise Software

Industry Keywords

Customer OperationsSupport MetricsOperational StandardsUtility TechnologyBusiness Analysis

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Drive Support transformation and continuous improvement by evaluating processes, identifying pain points, and recommending solutions.
Gather and analyze feedback from customers, Support teams, leadership, and stakeholders.
Examine ticket trends, customer interactions, support metrics, and recurring issues.
Identify opportunities to use AI, automation, and emerging technologies to improve Support processes.
Design, configure, test, deploy, and continuously improve AI tools for employees and customers.
Serve as a subject matter expert and escalation resource for AI-related tools and capabilities.
Monitor AI performance, accuracy, adoption, customer feedback, and business impact.
Develop and maintain prompts, workflows, knowledge sources, test scenarios, documentation, and operational standards.
Coordinate AI and Support improvement initiatives from discovery through implementation, adoption, and measurement.
Partner with Product and R&D to ensure AI capabilities are supportable and operationally ready.
Develop training, troubleshooting procedures, knowledge articles, and best practices for Support teams.
Champion responsible AI adoption throughout Customer Operations.
Establish success metrics including efficiency, adoption, customer satisfaction, ticket reduction, resolution time, and employee experience.
Help define the processes and operating model for a future AI Support/Operations function.

Requirements

What you’ll need

3+ years of experience in customer support, business analysis, process improvement, technical support, or a related role; equivalent education and experience will also be considered.
Strong analytical and investigative skills with the ability to identify problems, understand customer needs, and recommend practical solutions.
Experience evaluating business processes and helping drive improvements from idea through implementation.
Experience with or strong working knowledge of generative AI and AI-assisted tools.
Strong technical aptitude and the ability to quickly learn new AI platforms, applications, and technologies.
Strong customer-service mindset with a focus on improving the customer and employee experience.
Ability to work independently while collaborating effectively across Support, Product, R&D, and other teams.
Strong written and verbal communication, organization, and project-management skills.
A commitment to continuous learning, experimentation, documentation, and responsible use of AI.
Current, valid passport.
Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean.
Experience implementing or supporting AI agents, chatbots, copilots, automation, or other AI-powered solutions is an asset.
Experience with prompt design, AI workflows, knowledge grounding, or testing AI solutions is an asset.
Experience analyzing support data, customer feedback, or operational metrics is an asset.
Experience with APIs, SQL, integrations, scripting, or other technical concepts is an asset.
Experience with business requirements, user stories, testing, or change management is an asset.
Previous experience with enterprise software, ERP, CIS, utility technology, or the utility industry is an asset.

Benefits

Comp & perks

3 weeks’ vacation and 5 personal days
Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
Employee stock ownership
RRSP/401k matching programs
Lifestyle rewards
Remote work