Senior Operations Manager: AI Automation
Role Overview
Capital.com is hiring a Senior Operations Manager: AI Automation to lead AI and automation across Operations, including Customer Support and FinCrime.
The role owns the automation roadmap and leads a team of one to two people.
Key Skills for This Role
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Role summary
Capital.com is hiring a Senior Operations Manager: AI Automation to lead AI and automation across Operations, including Customer Support and FinCrime.
The role owns the automation roadmap and leads a team of one to two people.
Roadmap and process redesign
- Identify operational automation opportunities by analyzing lost time, errors, and repeated work; prioritize opportunities with measurable value and a clear baseline.
- Redesign processes with users and control owners, determining where AI, fixed rules, or human judgment should be used.
- Increase the share of automated tasks across Operations.
Build, test, and launch
- Build prototypes and working automations, partnering with Product and Engineering on integrations and production support.
- Test against real operating conditions such as incomplete inputs, unexpected outputs, and failed dependencies.
- Agree data, permissions, and controls before launch, with human review and manual fallback processes.
- Lead rollout with operational managers and support colleagues through adoption.
Measurement and ongoing ownership
- Track quality, usage, and benefits against baselines, including review and support costs.
- Fix failures and document ownership, monitoring, and recovery after launch.
Required experience
- At least 5 years in operations, process excellence, automation, or a similar field.
- Hands-on experience building and launching AI and automation in live operations with measurable results.
- Experience sizing opportunities, prioritizing roadmaps, and redesigning processes with operational teams and control owners in a regulated or control-heavy environment.
- Experience testing AI workflows, designing human review and exception handling, working with Product and Engineering, and managing direct reports.
Nice to have
- Financial services, fintech, brokerage, or payments background.
- Automation experience in Customer Support, KYC, or FinCrime/AML.
- Hands-on use of LLM APIs, workflow tools such as n8n, and Python or SQL.
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