CX AI & Automation Lead - remote job

Remote is hiring a CX AI & Automation Lead - a lead role, which means responsibility for a team or a direction. The role sits in Other jobs and is fully remote. The company hires candidates based in Europe.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

About Remote

Remote is tackling the biggest challenge for modern organizations—ensuring compliant global employment while making it effortless. We empower businesses of all sizes to recruit, compensate, and manage international teams. Our dedicated team, guided by core values and a forward-thinking culture, works tirelessly on ambitious problems, asynchronously, from around the globe. With representatives on six continents, every position at Remote is fully remote.

Innovation is a cornerstone value here, integrated into every role’s requirements through automation and AI capabilities.

We welcome every team member to bring their unique talents, experiences, and cultural perspectives to help us build the leading HR platform.

Are you energetic, curious, motivated, and ambitious? Join us and help shape the future of work!

What This Job Can Offer You

- Role Description: A key technical and program lead position within CX Operations, collaborating with CX leadership and cross-functional partners to build automation and AI capabilities that enhance the team's operations. - End-to-End Ownership: You will own the entire delivery process, working closely with CX leadership to shape priorities. You will provide technical and operational insights, leading initiatives from scoping to production, and iterating based on feedback. - Unique Role Requirements: You must be both technically confident to develop and ship systems, and possess strong program management skills to lead complex, cross-functional projects. Excellent communication is essential to bridge technical and non-technical gaps.

How This Role Contributes to the Department and Company's Goals

- Quality and Scale: As Remote expands, CX must maintain quality and responsiveness without being overwhelmed. Automation and AI are central, enhancing efficiency and freeing specialists to focus on tasks that require human judgment. - Empowerment: The tooling and automation you develop will determine the effectiveness of our specialists, the speed of customer resolution, and the ability of CX to handle growing complexity.

What You Bring

- Independent Manager: You identify tasks, set direction, and execute without constant supervision. You are action-oriented and self-driven. - Technical and Program Management Expertise: You can scope complex initiatives, manage stakeholders across functions, and communicate clearly to non-technical audiences. You see projects through from start to finish, not just the build phase. - Automation and Integration Experience: Hands-on experience building automation and integration systems in CX, support, or operations contexts. You understand the inner workings of support workflows and the tools that enhance them. - Technical Confidence: You can code, read, debug, design APIs, and use AI-assisted development tools. You take full ownership of complex technical systems, from design to production. - Low-Code and No-Code Proficiency: Solid experience with platforms like n8n, Make, Zapier, Retool, or similar, to design and run cross-system automations. - Automated Judgement: You assess problems before reaching for automation tools, and you are comfortable making both pro-automation and anti-automation cases. - AI Production Experience: Experience deploying AI agents or AI-assisted workflows in production environments, including designing for failure, human oversight, and maintaining auditability. - Operational and Technical Communication: You can translate between operational needs and technical constraints clearly, without jargon, and with the appropriate level of detail. - Documentation: You document your work as part of how you operate, not as an afterthought. - Language Skills: Fluency in English is required. - Remote Work Experience: While not mandatory, experience in a remote-first environment is a plus.

Key Responsibilities

- Automation & AI Development: Contribute to and lead the delivery of CX automation and AI initiatives, from scoping and design through production and ongoing iteration. - Tooling & Systems Ownership: Own the technical delivery of CX tooling, including integrations, applications, and automated workflows that connect the platforms CX teams rely on. - Program Delivery & Documentation: Manage complex, multi-phase deliveries, ensure proactive communication, and document everything you own. - Data & Continuous Improvement: Use operational data and CX performance metrics to inform priorities and validate the effectiveness of automation. - Cross-Functional Partnership: Collaborate closely with CX operations and front-line teams, validate solutions before implementation, and support adoption.

Reporting Structure

- Report to: Senior Manager, CX Business Operations - Team: Customer Experience - Location: We welcome applications from around the globe, with a preference for diverse locations. - Start Date: As soon as possible

Application Process

- Initial Interview with Recruiter - Final Interview with Future Manager