At a Glance
- Tasks: Lead AI operations and optimize capabilities in a cutting-edge contact centre.
- Company: Join BMO, a leader in innovative banking solutions.
- Benefits: Competitive salary, remote work flexibility, and career growth opportunities.
- Other info: Work in a dynamic environment with a focus on collaboration and innovation.
- Why this job: Shape the future of AI in customer service and make a real impact.
- Qualifications: 5-7 years of experience in operations and 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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