Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The AI Operations Leader will lead the shared operations function, providing AI agent configuration, evaluation, and knowledge support to client-facing squads. This role ensures consistent, efficient, and high-quality service delivery to enable AI-native delivery across multiple client engagements, managing people, capacity, processes, and service standards to scale Zafin's AI Operating System (AIOS) delivery lifecycle.

Responsibilities

Ensure AI agent configuration, evaluation, and knowledge support services are delivered efficiently, consistently, and in accordance with defined service and quality expectations across client-facing squads.
Partner with client-facing squads to understand delivery demand, forecast support requirements, establish priorities, and align shared operations capacity with business and client commitments.
Establish clear intake, prioritization, assignment, escalation, and service-management processes for work entering the Agent Operations Support Squad.
Monitor service delivery, identify emerging bottlenecks or demand-capacity gaps, and take corrective action before client-facing delivery is affected.
Lead workload planning, demand forecasting, resource allocation, and capacity management across the Agent Operations Support Squad, balancing delivery priorities, available skills, and service commitments.
Maintain visibility into team capacity, utilization, work in progress, skill coverage, and future demand, and communicate risks and trade-offs to Delivery and Platform leadership.
Manage the operational adoption, maintenance, and consistent use of shared AI agents, prompts, integrations, knowledge assets, evaluation assets, tooling, and the shared ways-of-working across teams.
Set clear objectives, accountabilities, service expectations, and development priorities for team members.
Build cross-disciplinary capability through coaching, succession planning, knowledge sharing, and targeted skill development.
Create an inclusive, accountable, and high-performing team culture focused on service quality, collaboration, and continuous improvement.
Identify opportunities to consolidate duplicated work, improve reuse, and transition repeatable delivery activities into shared operational services.
Define, report on, and monitor operational service measures, including turnaround time, backlog health, capacity utilization, service quality, rework, demand trends, adoption of shared assets, and stakeholder satisfaction.
Maintain regular evaluation and AI agent optimization rhythm, and the monthly governance review, for supported squads, ensuring actions, risks, decisions, and improvement priorities are tracked through completion.
Identify and escalate capacity, quality, dependency, and service delivery risks to the appropriate leadership before they affect client-facing delivery.

Requirements

Typically, 6–12 years of experience in technical operations, shared services management, engineering operations, delivery management, or related fields, including demonstrated people leadership and accountability for operational performance across multiple teams or stakeholders.
Experience leading multidisciplinary or distributed teams responsible for technical support, configuration, quality, knowledge, or delivery services.
Experience managing demand, capacity, priorities, and service quality across multiple concurrent initiatives.
Experience using operational metrics and continuous-improvement practices to improve service delivery, responsiveness, and quality.
Strong understanding of shared-services operations, demand and capacity planning, workload prioritization, service delivery, and operational performance management.
Working knowledge of AI agent configuration, AI evaluation engineering knowledge operations, and delivery lifecycle, of AI-enabled solutions.
Experience establishing service standards, operational metrics, escalation processes, and continuous-improvement practices with strong process and quality-assurance orientation.
Ability to use operational data, dashboards, and trend analysis to make capacity, prioritization, and improvement decisions.
Experience managing distributed or offshore teams.
Experience managing operations within a professional services, technology delivery, platform enablement, or shared-services organization.
Experience supporting AI, machine learning, agentic AI, or automation delivery environments.
Experience managing distributed or offshore teams across multiple time zones.
Experience working with centers of excellence or matrixed functional teams to secure and coordinate specialized resources.
Experience implementing operational dashboards, service metrics, workflow automation, or capacity-planning tools.
Experience reducing turnaround time, operational rework, or duplicated delivery effort.

Skills

AI agent configuration
AI evaluation engineering
Knowledge operations
Delivery lifecycle of AI-enabled solutions
Operational metrics
Continuous improvement practices
Demand and capacity planning
Workload prioritization
Service delivery
Operational performance management
Process and quality assurance
Data analysis
Dashboard utilization
Trend analysis
Workflow automation
Capacity planning tools

Location

Toronto, Canada

Work Type

Hybrid

Experience Level

6-12 years

Education Level

Degree in Comp Sci, Comp Eng, Software Engineering, Business Operations, Information Systems, or related field, or equivalent experience.

Salary/Compensations

$105,000 - $190,000

Benefits

Competitive salaries
Annual bonus potential
Generous paid time off
Paid volunteering days
Wellness benefits
Robust opportunities for professional growth and career advancement

About the Company

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered.
Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.
Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.
Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific.
As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.

Equal Opportunity

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.