PTC
Overview
Join to apply for the
Senior AI Operations Lead
role at
PTC . The Sr. AI Operations Lead will drive the governance, prioritization, and execution of AI-driven initiatives across our Customer Success functions. This role will be instrumental in operationalizing AI agents and capabilities that enhance efficiency, decision-making, and customer outcomes across Professional Services, Customer Success Management, Solutions Consulting, Subscription Management, and Technical Enablement. The ideal candidate is a strategic thinker with a strong operational mindset, technical fluency in AI/ML concepts, and a passion for driving innovation through intelligent automation. Responsibilities
AI Strategy & Governance:
Establish and maintain governance frameworks for AI use across Customer Success. Ensure ethical, secure, and compliant deployment of AI agents and tools. Define success metrics and KPIs for AI initiatives. Prioritization & Roadmapping:
Partner with cross-functional teams to identify high-impact AI opportunities. Develop and maintain a prioritized roadmap of AI use cases aligned with business goals. Facilitate intake and evaluation of new AI ideas from internal stakeholders. Execution & Enablement:
Lead implementation of AI agents and functionality across CS functions. Monitor performance and continuously optimize AI tools for accuracy and impact. Cross-Functional Collaboration:
Act as a liaison within Customer Success and GTM teams to translate business needs into AI solutions. Support change management and enablement efforts to drive adoption of AI tools. Provide training and documentation to ensure effective use of AI capabilities. Required Technical Skills
AI/ML Fundamentals: Understanding of machine learning concepts, natural language processing (NLP), and large language models (LLMs). Data Analysis: Proficiency in data manipulation and visualization using tools like SQL, Python, or Tableau. Cloud Platforms: Familiarity with cloud services such as AWS, Azure, or Google Cloud, especially AI/ML offerings. APIs & Integrations: Ability to work with RESTful APIs and integrate AI tools with enterprise platforms (e.g., Salesforce, Gainsight). Version Control & Collaboration: Experience with Git/GitHub and agile project management tools (e.g., Jira, Confluence). Security & Compliance: Awareness of data privacy, security, and ethical considerations in AI deployment. Qualifications
Required:
Minimum 5 years of experience in a technology-driven environment, with a proven track record of leading or contributing to digital transformation or AI initiatives—preferably in customer success, operations, or innovation-focused roles. 3+ years of experience in operations, AI/ML, or automation roles. Strong understanding of AI technologies and their business applications. Experience managing cross-functional projects and stakeholder relationships. Excellent communication, analytical, and problem-solving skills. Preferred:
Experience in Customer Success, Professional Services, Operations, or SaaS environments. Familiarity with tools such as Salesforce, Gainsight, or other CS platforms. Exposure to AI governance frameworks and ethical AI principles. At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here.
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Join to apply for the
Senior AI Operations Lead
role at
PTC . The Sr. AI Operations Lead will drive the governance, prioritization, and execution of AI-driven initiatives across our Customer Success functions. This role will be instrumental in operationalizing AI agents and capabilities that enhance efficiency, decision-making, and customer outcomes across Professional Services, Customer Success Management, Solutions Consulting, Subscription Management, and Technical Enablement. The ideal candidate is a strategic thinker with a strong operational mindset, technical fluency in AI/ML concepts, and a passion for driving innovation through intelligent automation. Responsibilities
AI Strategy & Governance:
Establish and maintain governance frameworks for AI use across Customer Success. Ensure ethical, secure, and compliant deployment of AI agents and tools. Define success metrics and KPIs for AI initiatives. Prioritization & Roadmapping:
Partner with cross-functional teams to identify high-impact AI opportunities. Develop and maintain a prioritized roadmap of AI use cases aligned with business goals. Facilitate intake and evaluation of new AI ideas from internal stakeholders. Execution & Enablement:
Lead implementation of AI agents and functionality across CS functions. Monitor performance and continuously optimize AI tools for accuracy and impact. Cross-Functional Collaboration:
Act as a liaison within Customer Success and GTM teams to translate business needs into AI solutions. Support change management and enablement efforts to drive adoption of AI tools. Provide training and documentation to ensure effective use of AI capabilities. Required Technical Skills
AI/ML Fundamentals: Understanding of machine learning concepts, natural language processing (NLP), and large language models (LLMs). Data Analysis: Proficiency in data manipulation and visualization using tools like SQL, Python, or Tableau. Cloud Platforms: Familiarity with cloud services such as AWS, Azure, or Google Cloud, especially AI/ML offerings. APIs & Integrations: Ability to work with RESTful APIs and integrate AI tools with enterprise platforms (e.g., Salesforce, Gainsight). Version Control & Collaboration: Experience with Git/GitHub and agile project management tools (e.g., Jira, Confluence). Security & Compliance: Awareness of data privacy, security, and ethical considerations in AI deployment. Qualifications
Required:
Minimum 5 years of experience in a technology-driven environment, with a proven track record of leading or contributing to digital transformation or AI initiatives—preferably in customer success, operations, or innovation-focused roles. 3+ years of experience in operations, AI/ML, or automation roles. Strong understanding of AI technologies and their business applications. Experience managing cross-functional projects and stakeholder relationships. Excellent communication, analytical, and problem-solving skills. Preferred:
Experience in Customer Success, Professional Services, Operations, or SaaS environments. Familiarity with tools such as Salesforce, Gainsight, or other CS platforms. Exposure to AI governance frameworks and ethical AI principles. At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here.
#J-18808-Ljbffr