AI Product/Projects Specialist (Ops & Commercial)

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• Shape and deliver the AI project and automation roadmap across Operations and Commercial helping focus on what we build, in what order, and why.

• Able to work with tech and act as the enabler for AI products: define problems, write briefs, prioritise, ship, measure, iterate.

• Lead delivery of AI improvements and projects end-to-end, from idea through to measured impact and continual iteration.

• Translate operational pain into well-scoped AI/automation solutions with clear success metrics that you will then make happen.

• Continually test and tune AI agents across customer support, bookings, chat, voice and sales.

• Hands-on prompt engineering to design, evaluate and continuously improve prompts and conversational logic.

• Work across the full Ops stack; Twilio, HubSpot, data tooling, low-code platforms, LLM APIs.

• Choose the right tool for each job; Claude, low-code, etc - customise and build it.

• Free up engineers from prompting, data wrangling and process design so they can build APIs, infrastructure and product features.

• Attend group AI sessions and ensure learnings are shared across the relevant business areas.

• Where CS/Sales live agents are going wrong, diagnose the root cause and help fix it, not just flag it.

• Own the AI metrics that matter: task accuracy, end-to-end AI journey completion, escalation rate, NPS / CX on AI journeys, automation rate, ROI delivered.

• Put numbers on what you’ll fix before you build it, and report actuals once live.

• Use AI to make reporting faster and more useful for the people running the business.

• Make sure AI changes are well-controlled, well-documented, and safe to ship.

• Keep guardrails, escalation thresholds and fallback logic current and working.

• Hold AI-handled interactions to the same bar as the best human-handled ones.

• You must bring at least 3 years experience in a hands-on AI Operations, BA/junior product, engineering or technical operations role with a track record of shipping and fixing things, not just advising on them.

• A genuine passion for AI and solid examples of working with it to drive results.

• Comfortable across the Ops/AI stack: Twilio, HubSpot, data tooling, low-code platforms, basic scripting, etc

• Product instincts, can scope a problem, prioritise, ship an MVP, measure it, iterate.

• Strong communicator, can translate between stakeholders in the business, engineering, product and senior leadership to drive results.

• Bias for action: ship, learn, iterate NOT plan, plan, plan.

• Self-learner; picks up new tools fast (the kind of person who watches YouTube tutorials on new AI tools for fun).

• Comfortable with ambiguity, can define the problem as well as solve it.

• Align with our values and thrives on in-person collaboration.

• Fully eligible to work in South Africa and happy to be in the Cape Town office at least 3 days a week.

• AI task accuracy rate across live and automated workflows.

• End-to-end AI journey completion (% handled fully by AI without human escalation).

• Number of operational processes automated or materially reduced.

• Measurable hours / FTE removed from operational processes.

• NPS & CX on AI journeys vs human baseline.

• Reduction in avoidable escalations driven by AI quality improvements.

• ROI delivered (time, cost, error reduction).

• Quality, timeliness and decision-readiness of AI-powered reporting delivered to leaders.

• Engineering team multiplier effect – time freed up for engineers to build APIs / product.

We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.