Customer AI Operations Analyst
Dublin
Success – Customer Operations /
Full-time /
Hybrid
We're hiring a Customer AI Operations Analyst to drive impact across our Customer, Sales and GTM (Go-to-market) teams. This role blends hands-on AI workflow execution with close collaboration across Sales and Customer teams to deliver faster, more consistent customer interactions.
You'll also help deploy and maintain tools that reduce manual work, improve support efficiency and enable better pre-sales experiences.
What your day could consist of:
- AI System Management & Optimization
- Oversee the performance and reliability of AI tools, improving workflows across Customer, Sales, and GTM use cases.
- Identify opportunities to enhance automation, self-service and underlying decision logic.
- Collaborate with the Senior AI Program Manager and stakeholders in the Customer & Growth organization to ensure AI systems align with evolving team needs and priorities.
- Leverage tools like Zapier and API calls to connect systems and streamline processes.
- Proactively identify and resolve technical issues within AI systems.
- Serve as a liaison with external vendors (e.g., Forethought), coordinating troubleshooting and updates to maintain optimal tool performance.
- Sales & GTM Data Insights
- Partner with Sales and GTM teams to develop AI-supported workflows that improve lead qualification, pipeline progression, customer segmentation and personalized outreach.
- Build workflows that integrate with internal tools supporting teams and customers across key lifecycle stages, such as; acquisition, onboarding, activation and expansion.
- Quality, Content & Insights
- Conduct regular quality reviews of AI interactions to ensure accuracy, usefulness and tone across customer and GTM touchpoints.
- Partner with Quality and Sales Operations to scale review processes and monitor key metrics like CES (Customer Effort Score), conversion rates and engagement.
- Work with internal teams to ensure help center content is current, AI-accessible and continuously refined to improve answer quality and self-service effectiveness.
- Project & Stakeholder Management
- Act as a project lead across cross-functional teams within the Customer & Growth organization, owning timelines, deliverables and alignment across initiatives that span Customer, Sales and GTM functions.
- Coordinate closely with key stakeholders; including Sales Ops, Customer leadership, Enablement and GTM leads, to ensure AI workflows meet real-world needs and are rolled out effectively.
- Translate feedback into actionable improvements, balancing stakeholder input with strategic focus, technical feasibility and system impact.
- Maintain clear, proactive communication around priorities, progress and blockers to ensure transparency and momentum.
- Support cross-team decision-making by providing visibility into project status, trade-offs and performance metrics tied to AI-driven initiatives.
- Data Analysis & Reporting
- Analyze how AI tools perform across use cases, identifying opportunities to improve accuracy, relevancy, deflection and customer engagement.
- Generate insights and reports that inform system improvements and increase the efficiency and effectiveness of team workflows.
What is needed:
- Proven experience in operations, sales enablement, GTM coordination or customer-facing roles; ideally where you leveraged AI to improve processes or outcomes.
- Practical understanding of LLMs and core AI concepts (e.g. prompt engineering, RAG, function calling) and how they can be applied across customer support, sales intelligence, and broader GTM initiatives.
- A bias for action, you enjoy moving from idea to implementation and thrive in environments where experimentation and iteration lead to meaningful impact.
- Great problem-solving skills with an ability to identify, diagnose and resolve technical issues in AI-powered systems.
- Ability to analyze data and surface insights that drive continuous improvement.
- Strong communication and collaboration skills, adept at working cross-functionally with internal teams and external vendors to achieve shared goals.
- Agility in adapting to new technologies, shifting priorities, and evolving business needs.
€0 - €0 a year
About ActiveCampaign:
ActiveCampaign is an AI-first, end-to-end marketing platform for people at the heart of the action. It empowers teams to automate their campaigns with AI agents that imagine, activate, and validate–freeing them from step-by-step workflows and unlocking limitless ways to orchestrate their marketing.
With AI, goal-based automation, and 950+ app integrations, agencies, marketers, and owners can build cross-channel campaigns in minutes–fine-tuned with billions of data points to drive real results for their unique business.
ActiveCampaign is the trusted choice to help businesses unlock a new world of boundless opportunities–where ideas become impact and potential turns into real results.
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here.
Perks and benefits:
At ActiveCampaign, we prioritize employees’ well-being and professional growth by cultivating a culture centered on collaboration and innovation. When you join our team, you’ll not only have the opportunity to make a significant impact, but also enjoy a range of benefits tailored to support your personal and career development.
Here are some of the benefits we offer:
-Comprehensive medical and dental benefits paid 100% by ActiveCampaign for you and your dependents
-Pension scheme with matching up to 5% of your contribution
-Complimentary access to mental health resources through Calm and TELUS Health EAP
-Generous paid time off and leave of absence options
-Meal and transportation perks if working at the Dublin Hub, or a home office stipend to cover at-home workspace expenses
-Access to professional development resources through LinkedIn Learning
-Access to an exclusive employee perks and discount program
-Baby swag for every baby born and/or adopted - we love to see our AC family grow!
-A Cycle to Work Scheme where you can purchase a bike and equipment tax free for cycling to work
-After five years of service, you’ll be eligible for a four-week paid sabbatical leave, accompanied by a sabbatical leave bonus
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.
