Head of AI Operations - b2b SaaS

Alto Software Group (ASG) is a leading B2B SaaS platform serving the UK property industry. We power thousands of estate agency branches and support a significant proportion of UK housing transactions each year.

We aren't just "exploring" AI; we are rebuilding our operational DNA around it. We are looking for a commercially sharp Head of AI Operations to treat AI as a structural lever—driving internal productivity, slashing operational costs, and radically enhancing the customer experience. This isn't a research role; it is a delivery-led mandate to turn intelligence into efficiency.

The Role

As the Head of AI Operations, you will be the architect of our automated future. Your goal is simple but ambitious: find every friction point in our business and solve it with intelligent automation.

You will operate at the intersection of Strategy, Engineering, and Operations, working cross-functionally with Customer Ops, Marketing, Finance, and Education to:

• Decimate Administrative Debt: Automate high-volume, low-value manual workflows.
• Operationalize Mission Control: Turn our internal data platform into an engine for event-triggered automation.
• Embed Intelligence: Ensure AI isn’t an "add-on" but a core component of our Salesforce, Zendesk, and HubSpot stacks.

Core Responsibilities

AI & Automation Strategy

• Own the Internal AI Roadmap, prioritizing initiatives strictly by ROI, margin impact, and scalability.
• Define the metrics for success—tracking exactly how much time and capital is reclaimed through automation.

Systems Architecture & Integration

• The Stack: Design and deploy AI-enabled workflows across Salesforce, Zendesk, HubSpot, Zuora, and Thrive LMS.
• The Build: Construct robust automation pipelines using n8n, Empromptu, Zapier/Make, and direct LLM API integrations.
• Data Exploitation: Partner with our Mission Control team to build predictive insights and AI-driven reporting for executive leadership.

Governance & Adoption

• Establish "The ASG AI Playbook"—setting the standard for GDPR-compliant, secure, and ethical AI deployment.
• Lead the internal cultural shift, ensuring teams are trained and empowered to use new AI tools effectively.

What Success Looks Like (12–18 Months)

• Scale Without Headcount: Increased CS capacity and support efficiency without incremental hiring.
• Frictionless Ops: A measurable reduction in manual data entry and "swivel-chair" processes across departments.
• Instant Intelligence: Automation of all recurring reporting, moving from "pulling data" to "receiving insights."
• Core Capability: AI is no longer a project; it is the standard operating procedure for ASG.

The Profile

Technical Excellence:

• The Modern Stack: Deep experience with n8n/Make, Python, and SQL.
• LLM Native: Proficient in prompt engineering and working with OpenAI/Anthropic APIs. Familiarity with RAG pipelines and vector databases is highly desirable.
• System Mastery: Proven track record of automating complex CRM (Salesforce) and Support (Zendesk) environments via APIs and webhooks.

Commercial Acumen:

• SaaS Fluent: You understand MRR, Churn, and NRR, and you know how operational efficiency protects these numbers.
• ROI Driven: You don't build for the sake of building; you build to move the needle on the P&L.

Personal DNA:

• High Agency: You don't wait for a spec; you find the problem and fix it.
• Comfort in Ambiguity: You can navigate a fast-moving environment and create structure where none exists.

Benefits:
• Everyday Flex - greater flexibility over where and when you work

• 25 days annual leave + extra days for years of service
• Day off for volunteering & Digital detox day
• Festive Closure - business closed for period between Christmas and New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K

We want to make ASG more welcoming, fair and representative every day. We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed.