PTC
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Senior AI Operations Lead
role at
PTC .
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We’re building a team that listens to customers, collaborates, speaks up, welcomes all, and innovates with purpose. If that sounds like you, let’s… Role Overview We are seeking a Sr. AI Operations Lead to 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.
Key Responsibilities
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.
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.
Seniority level Mid-Senior level
Employment type Full-time
Job function General Business, Other, and Consulting
Industries Software Development, Manufacturing, and IT System Custom Software Development
Location & Salary Boston, MA | $75,000.00 - $95,000.00
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Senior AI Operations Lead
role at
PTC .
Get AI-powered advice on this job and more exclusive features.
We’re building a team that listens to customers, collaborates, speaks up, welcomes all, and innovates with purpose. If that sounds like you, let’s… Role Overview We are seeking a Sr. AI Operations Lead to 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.
Key Responsibilities
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.
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.
Seniority level Mid-Senior level
Employment type Full-time
Job function General Business, Other, and Consulting
Industries Software Development, Manufacturing, and IT System Custom Software Development
Location & Salary Boston, MA | $75,000.00 - $95,000.00
#J-18808-Ljbffr