AI Operations and Automation Specialist

📋 Description

• • Join AnyVan, a rapidly growing logistics technology company, as an AI Operations and Automation Specialist and play a pivotal role in enhancing our operational efficiency and customer experience through cutting-edge AI and automation solutions. This is a hands-on role where you will be instrumental in taking our existing AI capabilities and expanding their reach, intelligence, and effectiveness, while also pioneering the next generation of AI-driven automation across the entire business. If you are driven by a desire to fix inefficiencies and have a passion for building practical, impactful solutions, this is your opportunity to make a significant contribution to a company that is revolutionizing the moving industry and committed to sustainability.
• • In this dynamic role, you will be responsible for two primary areas: running and optimizing our live AI agent, and building and delivering new AI and automation solutions for operational processes. For the AI agent, your day-to-day will involve ensuring its optimal performance across call center, chat, and voice channels. This includes actively monitoring its effectiveness, identifying and resolving any issues, and continuously refining its capabilities to protect and enhance the customer experience. You will meticulously review AI-handled conversations to ensure accuracy, appropriate tone, and adherence to company policies. Tracking key metrics such as Net Promoter Score (NPS) and Customer Experience (CX) for AI-driven interactions will be crucial, requiring you to delve into the root causes of any negative outcomes. You will also be responsible for refining prompts and conversational logic to drive better results and establishing clear escalation thresholds to ensure seamless handoffs to human agents when necessary, maintaining the highest standards of service quality.
• • The second, and larger, part of your role will focus on building and delivering operational AI and automation. This involves diving deep into the intricacies of our day-to-day operational processes across Customer Experience (CX), back-office functions, and partner operations. Your task will be to identify manual, rules-based, or inefficient tasks and engineer AI-driven solutions to automate them. You will have the autonomy to select the most appropriate tools for each challenge, whether it be leveraging large language models like Claude, utilizing internal tools like Clawdbot, or employing low-code platforms. Where possible, you will build and deploy these solutions yourself, collaborating with Product and Engineering teams when the complexity of a process necessitates their involvement. You will own the entire lifecycle of your deployed solutions, from rigorous testing and ongoing monitoring to prompt and effective troubleshooting when issues arise. A key aspect of this will be to quantify the impact of your work, measuring the time saved, errors eliminated, and increased volume handled compared to the previous manual processes.
• • A significant part of your contribution will involve actively seeking out opportunities for improvement. You will proactively map existing workflows to pinpoint manual, repetitive, or broken processes that are ripe for automation. This discovery phase will involve rapidly prototyping solutions using the available tools and quantifying the benefits in terms of reduced FTE hours, decreased ticket volume, and lower error rates. Your approach will be characterized by speed and safety, ensuring that improvements are deployed without introducing new risks into downstream systems. Furthermore, you will be responsible for establishing and maintaining robust analytics and reporting frameworks. This includes owning key metrics such as automation rate, AI adoption, escalation trends, task accuracy, and Return on Investment (ROI). You will build reports that provide clear, actionable insights to business leaders, leveraging AI to accelerate the reporting process for all stakeholders, from senior management to shift supervisors. Crucially, you will quantify the projected benefits of proposed fixes before implementation and report on the actual results post-deployment.
• • Ensuring the safety and integrity of our AI systems will also be a core responsibility. You will proactively identify potential risks associated with AI-driven decisions before they manifest as problems, and ensure that guardrails, escalation controls, and fallback logic remain current and effective. You will also be responsible for ensuring that business rule changes are accurately reflected in AI behavior and for meticulously documenting existing systems, logic, dependencies, and workflow maps to prevent knowledge silos and ensure transparency. While you are not expected to be a coder, a solid understanding of how AI systems interact with our core platforms—including CRM, booking, ticketing, payments, and internal tools—is essential. You must be able to trace issues from input to outcome and identify the point of failure within the system chain. You will also be tasked with flagging any misalignments that occur when product or operational changes impact AI behavior.
• • This role offers a unique opportunity to learn and grow within a fast-paced, innovative environment. You will gain hands-on experience with a variety of AI and automation tools, develop a deep understanding of operational processes within the logistics industry, and hone your skills in problem-solving, system thinking, and data-driven decision-making. You will have the chance to directly impact the company's efficiency, customer satisfaction, and sustainability goals, contributing to AnyVan's mission of making moving anything, anywhere, miles better. The role is designed for individuals who are eager to take ownership, drive tangible results, and continuously learn and adapt in the rapidly evolving field of AI and automation.
• • About AnyVan: Founded in 2009 with the vision to create a more efficient logistics network, AnyVan has become a leading platform for moving goods, renowned for its customer-centric approach and commitment to sustainability. With a strong presence in the UK and Europe, and growing operations in Cape Town and Bogota, our team of 400 'AnyVanners' is dedicated to reducing wasted miles and carbon emissions. We are proud of our 150,000+ five-star reviews and 5 million customers, a testament to our innovative technology and exceptional service. Our culture is built on values of having fun, getting things done, prioritizing progress over perfection, and fostering a collaborative 'one team' spirit.
• • About the Team: You will be joining a forward-thinking team that is at the forefront of integrating AI into our core business operations. This team is passionate about leveraging technology to solve complex problems and drive significant business value. You will collaborate with talented individuals across various departments, including Product, Engineering, and Operations, in a supportive and dynamic environment that encourages innovation and continuous learning. Your contributions will be directly visible and impactful, helping to shape the future of AnyVan's operational excellence.