Head of AI Deployments

📋 Description

• • As the Head of AI Deployments at Assembled Technologies Inc., you will be at the forefront of revolutionizing customer support by orchestrating the seamless integration of artificial intelligence and human agents. This pivotal role demands a leader who can scale and guide a world-class team of AI Deployment Strategists, ensuring that our cutting-edge AI solutions deliver tangible and significant value to our enterprise clients.
• • Your primary responsibility will be to build, mentor, and develop a high-performing team spread across both San Francisco and New York City. This involves not only managing team capacity and resource allocation to meet escalating customer demand but also fostering a culture of innovation, continuous learning, and psychological safety. You will be instrumental in coaching team members through complex customer scenarios and technical challenges, empowering them to push boundaries and drive impactful AI deployments.
• • Strategic leadership is paramount. You will guide the team in developing and executing strategic deployment plans that align with customer business needs and ensure a clear path to success. This includes proactively identifying strategic opportunities within customer engagements, aligning key internal and external stakeholders, and adapting plans as necessary to overcome obstacles and maximize AI's impact.
• • A critical aspect of this role involves pre-sales engagement. You will collaborate with the sales team to articulate Assembled's unique AI approach, build prospect confidence, and demonstrate the tangible benefits of our AI-powered customer support solutions. Your ability to translate complex technical concepts into clear business value will be essential in winning new business and setting customers up for success from day one.
• • You will be the driving force behind the evolution of our AI deployment playbook. Working closely with product and engineering teams, you will translate customer needs and real-world deployment insights into best practices. This involves defining what world-class AI and human collaboration looks like in customer support, focusing on resolution quality and customer experience rather than just containment metrics. You will document and scale these processes, creating repeatable frameworks that ensure consistent quality and strategic guidance as the company grows.
• • This role requires a deep understanding of the customer lifecycle, from initial sales engagement through implementation, optimization, and expansion. You will design and implement team processes that strike a balance between high-quality strategic consultation and efficient execution. This includes defining the necessary skill sets for different stages of the customer journey and orchestrating resources to deliver exceptional outcomes.
• • You will serve as a key escalation point for complex customer situations, engaging with C-suite stakeholders to navigate challenging conversations and transform potential issues into opportunities for strengthening relationships and demonstrating Assembled's value. Your ability to handle sensitive situations with diplomacy and strategic foresight will be crucial.
• • Cross-functional collaboration is key to success. You will work closely with Sales, Product, Engineering, and Customer Success teams to ensure alignment on customer outcomes, influence product roadmap priorities, and contribute to go-to-market strategies. By channeling team insights and customer feedback, you will play a direct role in shaping the future of Assembled's AI offerings.
• • Operational excellence will be a core focus. You will own team performance against key metrics such as pilot/POC win rates, time-to-value, customer satisfaction, AI deployment quality scores, and expansion Net Revenue Retention (NRR). Utilizing data-driven insights, you will continuously improve team performance and clearly articulate the business impact of world-class deployment strategy.
• • This is an unparalleled opportunity to shape the trajectory of AI adoption in customer support, working directly with founders and executives to influence company strategy and transform support operations across the industry. You will be a key architect in defining how AI and human collaboration can achieve peak performance in customer service.
• • The role demands a blend of strategic customer leadership, business acumen, and sufficient technical literacy to guide your team in adopting rapidly evolving AI products. You will be expected to have a strong understanding of AI's capabilities and limitations, coupled with a curiosity and personal experience in using AI tools. While coding is not required, a hands-on familiarity with AI concepts and applications is highly beneficial.
• • You will champion a builder mentality, thriving in ambiguous and fast-paced environments. Your entrepreneurial spirit and bias for action will be essential as you develop and refine processes and playbooks from the ground up, adapting them as the product and market mature. A willingness to roll up your sleeves and contribute directly to problem-solving is expected.
• • Ultimately, you will lead a team that is not just implementing AI, but strategically guiding customers on how to best leverage AI and human collaboration to achieve their most ambitious customer support goals, ensuring Assembled remains the indispensable partner for leading brands.