CX AI & Automation Lead

What this job can offer you

• This role is a core technical and programme lead position within CX Operations, working alongside CX leadership and cross-functional partners to build the automation and AI capabilities that shape how the team operates at scale.

  You will own delivery end to end. You will work closely with CX leadership as priorities are shaped, bringing technical and operational input to inform decisions, bring technical judgment and operational context to those conversations, and then lead the work from scoping through to production and iteration. You will bring technical judgment and operational context to scoping discussions, and work with significant autonomy within agreed priorities to see initiatives through from design to production, while working as part of a broader team, not in isolation.

  The combination this role asks for is not common: someone technically confident to build and ship, with the programme management skills to run complex cross-functional work, and the communication skills to make both sides legible to each other. If that combination describes you, this is a role where you will have real ownership, real impact, and real variety.

How this role contributes to the department's and company's goals

As Remote grows and the complexity of its customer base increases, CX has to maintain quality and responsiveness without being overwhelmed by volume or operational fragmentation. Automation and AI are central to how we do that, not by replacing good judgment, but by removing friction, surfacing the right information at the right moment, and giving specialists the tools to focus on work that actually requires a human.

Beyond efficiency, this role is about empowering the CX team. The tooling and automation built here determine how well our specialists can do their jobs, how quickly customers get real resolution, and how effectively CX can absorb new products, new partners, and growing complexity. That impact is direct and measurable.

What you bring

• A manager of one: you identify what needs doing, set your own direction, and deliver without needing to be chased. You default to action and close your own loops.
• Strong programme management alongside your technical ability. You can scope a complex initiative, manage stakeholders across functions, communicate clearly to non-technical audiences, and see it through from start to done, not just the build, the whole thing.
• Hands-on experience building automation and integration systems in a CX, support, or operations context. You understand what a support workflow looks like from the inside: what slows agents down, what good resolution actually means, and what tooling helps versus what just looks good in a demo.
• Technical confidence: you can build, read, and debug code; design and work with APIs, webhooks, and integration standards including MCP; and move fast using AI-assisted development tools such as Claude Code, Codex, or Cursor as part of your standard workflow. You take ownership of complex technical systems end to end, from design through to production.
• Solid experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar, to design and run cross-system automations.
• You know when automation is the right answer and when it is not. You evaluate the problem before reaching for a tool, and you are as comfortable making the case against automating something as you are building it.
• Experience deploying AI agents or AI-assisted workflows in a production environment, including designing for failure, building in human oversight, and maintaining auditability.
• The ability to translate between operational needs and technical constraints in both directions, clearly, without jargon, and with the right level of detail for whoever is in the room.
• You document what you build. Not as an afterthought, as part of how you work.
• Writes and speaks fluent English.
• Experience working in a remote-first environment is a plus but not required.

Key Responsibilities 

Automation & AI Development

• Contribute to and lead delivery of CX automation and AI initiatives, from scoping and design through to production and ongoing iteration.
• Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations.
• Deploy AI capabilities responsibly: design for failure, ensure appropriate human oversight is built in, and maintain the logs and auditability expected in a customer-facing support environment.
• Stay across developments in AI and automation tooling, surface well-reasoned recommendations for your manager and the CX leadership team to evaluate.

CX Tooling & Systems

• Own the technical delivery of CX tooling: the integrations, applications, and automated workflows that connect the platforms CX teams depend on every day.
• Build and maintain integrations across the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and emerging integration standards such as MCP, ensuring data flows correctly, triggers fire reliably, and tooling holds up under operational load.
• As Remote's customer and partner base grows, support the CX tooling requirements that come with it: new channels, new integrations, increasing complexity.

Programme Delivery & Documentation

• Manage complex, multi-phase delivery: own dependencies, communicate proactively, and bring initiatives across the line without needing to be chased.
• Document everything you own. Accurate, accessible documentation is part of the definition of done, not something that happens later.
• Identify technical debt, undocumented processes, and fragile points in the CX automation stack and address them systematically.

Data & Continuous Improvement

• Use operational data and CX performance metrics to inform priorities and validate what is working. Build visibility into the impact of automation for CX leadership.
• Define success metrics for each initiative, track them, and use them to make decisions about what to iterate on and what to stop.

Cross-functional Partnership

• Work closely with CX operations and front-line teams to understand workflow pain points, validate solutions before they ship, and support adoption after they do.
• Partner with engineering, product, and data teams across Remote to align on architecture and escalate when a problem needs more than automation to solve.
• Communicate clearly and regularly with stakeholders at all levels: operational teams, CX leadership, and cross-functional partners.

Practicals

• You'll report to: Senior Manager, CX Business Operations
• Team: Customer Experience 
• Location: For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify;
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Interview with Executive
5. Bar Raiser Interview
6. Prior employment verification check