CX AI & Automation Lead

CX AI & Automation Lead

Company: Remote Location: EMEA (Remote) Seniority: Senior

Remote is revolutionizing global employment by enabling businesses to easily and compliantly hire, pay, and manage international teams. We are a fully remote company with a diverse, globally distributed team united by ambitious goals and a future-focused work culture. Innovation is a core value, and we integrate AI and automation into the fabric of every role. Join us to define the future of work!

About the Role

This is a pivotal technical and program leadership position within CX Operations. You will collaborate closely with CX leadership and cross-functional partners to develop the automation and AI capabilities that will scale our team's operations. You will own initiatives end-to-end, from initial scoping and design through to production and iteration. Your role involves providing technical judgment and operational context to strategic discussions, working with significant autonomy within agreed priorities, and delivering complex, cross-functional projects. This unique role requires a blend of technical confidence, program management expertise, and strong communication skills to bridge operational needs and technical solutions.

How This Role Contributes to Company Goals

As Remote expands, maintaining CX quality and responsiveness amidst increasing complexity is crucial. Automation and AI are central to achieving this, not by replacing human judgment, but by streamlining processes, surfacing critical information, and empowering specialists to focus on high-value tasks. This role directly impacts the effectiveness of our CX team, improving resolution times for customers and enhancing our ability to absorb new products, partners, and growing complexity.

Key Responsibilities

Automation & AI Development

• Lead the delivery of CX automation and AI initiatives, from conception to ongoing iteration.
• Build and maintain AI agents and automated workflows to enhance specialist effectiveness, reduce manual tasks, and improve consistency.
• Deploy AI capabilities responsibly, incorporating failure design, human oversight, and auditability.
• Stay abreast of AI and automation advancements, recommending new tools and approaches.

CX Tooling & Systems

• Own the technical delivery of CX tooling, including integrations, applications, and automated workflows.
• Develop and maintain integrations across the CX technology stack (e.g., Zendesk, internal platforms, APIs, webhooks, MCP).
• Support evolving CX tooling requirements driven by company growth and increasing complexity.

Program Delivery & Documentation

• Manage complex, multi-phase deliveries, proactively communicating and driving initiatives to completion.
• Prioritize and integrate documentation into the workflow as a standard practice.
• Identify and systematically address technical debt, undocumented processes, and fragile automation points.

Data & Continuous Improvement

• Utilize operational data and CX performance metrics to inform priorities and validate the impact of automation.
• Define, track, and leverage success metrics to guide iteration and decision-making.

Cross-functional Partnership

• Collaborate with CX operations and front-line teams to understand pain points and validate solutions.
• Partner with engineering, product, and data teams to align on architecture and escalate issues.
• Communicate clearly and regularly with stakeholders at all levels.

What You Bring

• Self-Directed ("Manager of One"): Ability to identify needs, set direction, and deliver autonomously.
• Strong Program Management: Skill in scoping, stakeholder management, clear communication to non-technical audiences, and end-to-end delivery.
• Hands-on Automation Experience: Proven experience building automation and integration systems within a CX, support, or operations context. Understanding of support workflows and agent needs.
• Technical Confidence: Ability to build, read, and debug code; design and work with APIs, webhooks, and integration standards. Proficient in using AI-assisted development tools (e.g., Claude Code, Codex, Cursor).
• Low-code/No-code Proficiency: Solid experience with platforms like n8n, Make, Zapier, Retool, or similar.
• Strategic Thinking: Ability to evaluate problems and determine the most effective solutions, including when automation is not the right answer.
• AI Deployment Experience: Experience deploying AI agents or AI-assisted workflows in production, including designing for failure and human oversight.
• Translational Skills: Ability to clearly articulate between operational needs and technical constraints.
• Documentation Habits: Commitment to documenting work as an integral part of the process.
• Fluent in English (written and spoken).
• Experience in a remote-first environment is a plus.

What We Offer

• Compensation: Annual salary range of €39,850 - €89,650 EUR, determined by role, level, and location.
• Work from Anywhere: Embrace true location independence.
• Flexible Paid Time Off: Manage your time off to suit your needs.
• **Async Work