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 AI, Engineering, and Sales teams, acting as the "voice of the customer" to provide strategic feedback that shapes the product roadmap.
• Establish scalable, high-quality onboarding and implementation processes that set all customers up for long-term success.
• Manage project risks and governance related to AI deployment, ensuring all solutions meet compliance, security, and responsible AI standards.

What you’ll bring

• Proven Tech Delivery: Experience in forward-deployed, customer-facing roles at high-growth tech companies.
• Results-Driven Ownership: Proven ability to own and deliver complex, multi-stakeholder projects end-to-end.
• Structured Adaptability: Thrives in ambiguity, proactively creating structure and driving clarity where none exists.
• Technical Acumen: Strong grasp of technical fundamentals (APIs, integrations) and the ability to collaborate effectively with engineering teams.
• Data Analysis: Comfortable using analytical tools (e.g., Omni, BigQuery…) to surface insights and guide decisions.
• Clear Communication: Communicates clearly and confidently across all audiences, internal and external, including technical teams and senior leadership.
• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value.
• Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions balancing goals with feasibility.

Why join Gradient Labs?

This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation. You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.