Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Role Overview
We are seeking a Sr. AI Operations Lead to drive the governance, prioritization, and execution of AI-driven initiatives across our Customer Success functions. This role will be instrumental in operationalizing AI agents and capabilities that enhance efficiency, decision-making, and customer outcomes across Professional Services, Customer Success Management, Solutions Consulting, Subscription Management, and Technical Enablement.
The ideal candidate is a strategic thinker with a strong operational mindset, technical fluency in AI/ML concepts, and a passion for driving innovation through intelligent automation.
Key Responsibilities
AI Strategy & Governance
Establish and maintain governance frameworks for AI use across Customer Success.
Ensure ethical, secure, and compliant deployment of AI agents and tools.
Define success metrics and KPIs for AI initiatives.
Prioritization & Roadmapping
Partner with cross-functional teams to identify high-impact AI opportunities.
Develop and maintain a prioritized roadmap of AI use cases aligned with business goals.
Facilitate intake and evaluation of new AI ideas from internal stakeholders.
Execution & Enablement
Lead implementation of AI agents and functionality across CS functions.
Monitor performance and continuously optimize AI tools for accuracy and impact.
Cross-Functional Collaboration
Act as a liaison within Customer Success and GTM teams to translate business needs into AI solutions.
Support change management and enablement efforts to drive adoption of AI tools.
Provide training and documentation to ensure effective use of AI capabilities.
Required Technical Skills
AI/ML Fundamentals: Understanding of machine learning concepts, natural language processing (NLP), and large language models (LLMs).
Data Analysis: Proficiency in data manipulation and visualization using tools like SQL, Python, or Tableau.
Cloud Platforms: Familiarity with cloud services such as AWS, Azure, or Google Cloud, especially AI/ML offerings.
APIs & Integrations: Ability to work with RESTful APIs and integrate AI tools with enterprise platforms (e.g., Salesforce, Gainsight).
Version Control & Collaboration: Experience with Git/GitHub and agile project management tools (e.g., Jira, Confluence).
Security & Compliance: Awareness of data privacy, security, and ethical considerations in AI deployment.
Qualifications Required:
Minimum 5 years of experience in a technology-driven environment, with a proven track record of leading or contributing to digital transformation or AI initiatives—preferably in customer success, operations, or innovation-focused roles.
3+ years of experience in operations, AI/ML, or automation roles.
Strong understanding of AI technologies and their business applications.
Experience managing cross-functional projects and stakeholder relationships.
Excellent communication, analytical, and problem-solving skills.
Preferred:
Experience in Customer Success, Professional Services, Operations, or SaaS environments.
Familiarity with tools such as Salesforce, Gainsight, or other CS platforms.
Exposure to AI governance frameworks and ethical AI principles.
PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $88,000 - $132,000. The salary range reflects a good-faith estimate of compensation at the time of posting. Actual compensation may vary based on a candidate's skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance-based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity programs. Employees may be eligible for medical, dental and vision insurance, paid time off and sick leave, tuition reimbursement, 401(k) contributions and employer match, flexible spending accounts, life insurance, disability coverage and, if you are an office-assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
For more information about PTC’s comprehensive benefits, please visit our Careers Page.
Applications will be accepted on an on-going basis.
Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
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PTC Boston, Massachusetts, USA Office
121 Seaport Blvd, Boston, MA, United States, 02210
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