AI Delivery Lead

AI DELIVERY LEAD

At Gradient Labs we’re on a mission to make exceptional customer service the norm.

Founded in 2023, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes.

We’re a small but mighty team of builders from leading companies like Monzo, Pleo, and Google. We work in a hybrid model from our London office, a short walk from Liverpool Street Station, where we collaborate and connect 2-3 days a week.

If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we’d love to hear from you.

🎯 HOW YOU’LL MAKE AN IMPACT

As an AI Delivery Lead, you’ll be responsible for helping enterprise customers achieve real, measurable results through automation. You’ll scope and lead end-to-end projects that embed our platform deeply into their operations and drive strategic outcomes that matter.

- Own the end-to-end delivery and integration of our AI platform into customer environments, setting the project plan and ensuring a high-quality outcome.

- Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy the solution.

- Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates.

- Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT).

- Serve as the primary technical interface for customers during pre-sales, assisting with POCs, legal/security due diligence, and managing the seamless transition from trial to implementation.

- Collaborate closely with internal A...