AI Operations Leader

About the role

Zafin, an AI platform for regulated financial institutions, is seeking an AI Operations Leader to head the shared operations function that supports AI agent configuration, evaluation and knowledge across client‑facing squads. The role ensures consistent, efficient delivery of AI‑native services and helps scale the AI Operating System (AIOS) across multiple engagements.

Key responsibilities

• Deliver AI agent configuration, evaluation and knowledge support services efficiently and to defined quality standards.
• Partner with client‑facing squads to forecast demand, set priorities and align operational capacity.
• Define intake, prioritisation, assignment and escalation processes for the Agent Operations Support Squad.
• Monitor service delivery, identify bottlenecks and take corrective actions before client impact.
• Lead workload planning, capacity management and resource allocation across the squad.
• Maintain visibility of team capacity, utilization and skill coverage, communicating risks to leadership.
• Drive adoption and consistent use of shared AI agents, prompts, integrations and tooling.
• Set objectives, accountabilities and development priorities for team members and foster an inclusive, high‑performing culture.

Required profile

• 6–12 years of experience in technical operations, shared‑services management or delivery management with proven people leadership.
• Experience leading multidisciplinary or distributed teams responsible for technical support, configuration and quality.
• Strong background in demand, capacity and priority management across concurrent initiatives.
• Degree in Computer Science, Engineering, Software Engineering, Business Operations, Information Systems or equivalent experience.
• Working knowledge of AI agent configuration, AI evaluation engineering and the AI delivery lifecycle.
• Demonstrated ability to establish service standards, operational metrics and continuous‑improvement processes.

Required skills

• AI agent configuration
• AI evaluation engineering
• Operational metrics and dashboard analysis
• Capacity planning and workload prioritisation
• Service‑management tooling and process design

What we offer

• Fully company‑paid health benefits and extensive paramedical coverage
• Annual bonus opportunities and generous vacation/holiday policy
• RRSP matching and employer‑paid insurance coverage
• Wellness resources and work‑life balance support