At a Glance
- Tasks: Lead AI operations and optimize cutting-edge technology in a remote contact centre.
- Company: Join BMO, a leader in innovative banking solutions.
- Benefits: Competitive salary, flexible remote work, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on innovation and excellence.
- Why this job: Shape the future of AI in customer service and drive impactful change.
- Qualifications: 5-7 years of experience in operations with a passion for AI.
The predicted salary is between 70000 - 150000 $ per year.
Remote - Canada Full-time CA$70,000 - CA$150,000 / year
About the role
BMO is seeking a Manager - AI Operations to monitor, optimize, and govern AI-enabled capabilities in its Virtual Connect contact centre, including conversational analytics and natural-language IVR.
The role works with product, technology, analytics, and risk teams to support effective operations, measurable business value, and enterprise standards.
Responsibilities
- Support AI initiatives, planning, and strategic priorities for BMO Virtual Connect.
- Monitor performance, analyze operational results, and recommend improvements.
- Prepare regular and ad hoc reports and dashboards.
- Support operational and compliance risk management, including attestations and reporting.
- Coordinate with stakeholders and manage service or customer complaint escalations.
Qualifications
- Typically 5–7 years of relevant experience and a related post-secondary degree, or equivalent experience and education.
- Operational experience and an interest in AI; contact centre operations or cloud platforms such as Amazon Connect are assets.
- Strong communication, collaboration, analytical, problem-solving, influence, and data-driven decision-making skills.
- Availability Monday to Friday, 9 a. m. to 5 p. m. Eastern Time.
Compensation
Salary: $70,000–$150,000 per year. Compensation varies based on location, skills, experience, education, and qualifications.
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