AI Service Operations Specialist

AI:AT – the AI Factory Austria – is making Austria a hotspot for Artificial Intelligence in Europe.

AI:AT is a joint project of AIT and Advanced Computing Austria. It brings together top-level expertise in high-performance computing, artificial intelligence, and data ecosystems, creating an interdisciplinary innovation environment for research, development, start-ups, and industrial projects.

AI:AT – the AI Factory Austria – provides access to cutting-edge AI infrastructure, promotes trustworthy AI and ethical standards, and serves as a hub for networking with national and European partners. The goal is to work with partners from industry and public institutions to develop and implement forward-looking AI technologies and viable AI solutions.

As part of the collaboration within the AI Factory Austria, the Austrian Institute of Technology will delegate experts to the AI Factory Austria. For our location in Vienna, we are seeking an:

AI SERVICE OPERATIONS SPECIALIST (F/M/D)

AI:AT - AI Factory Austria

• You will be responsible for developing and managing all service platform operations from AI Factory Austria, creating processes and systems that ensure effective, high-quality AI service delivery. As a partner to customers and business stakeholders, you will foster strong relationships and promote operational excellence across teams.
• As the primary CRM Subject Matter Expert, you will be responsible for managing the system configuration, API-based integrations with other platforms and develop automations and AI interfaces (such as chatbots) to support process optimization within the CRM.
• You will create custom CRM views and dashboards to enable users to make strategic and informed business decisions.

• You will manage daily ticketing system operations, ensuring accurate classification, prioritization, and resolution of customer support requests.

• You will own and execute AI Factory Austria customer onboarding workflows and contribute to the development of an online platform that supports the onboarding and assessment of new customers, ensuring smooth deployment of AI services and timely delivery.

• Manage end-to-end digital customer survey initiatives, including design, scheduling, deployment, response tracking, and analysis of results.
• You will create and maintain clear documentation and procedures to ensure transparent and consistent data usage across all platforms and ensure compliance with data privacy, security, and European regulations (e.g., GDPR or EU AI Act).

Your qualifications:

• Bachelor's or master's degree in IT, Business Informatics, Business Administration, Operations Management, or a related field
• Proven expertise in service delivery operations, with experience designing and optimising operational workflows and processes
• Experience managing CRM systems (experience with EspoCRM would be an advantage)
• Strong technical aptitude and ability to understand and design system integrations
• Experience working with ticketing systems
• Excellent communication and stakeholder management skills
• Knowledge of data compliance and EU regulations is a strong advantage
• Detail-oriented, proactive, and highly organised, with strong problem-solving abilities
• Very good command of English (spoken and written), knowledge of German is an advantage
• You should be eligible for working in Austria

What to expect:

• A key function in a visionary field of the future with high social and economic relevance.
  The gross annual salary starts at EUR 59.934,- - as a minimum according to the non-university collective agreement. The actual total salary package is determined individually according to your qualifications and experience.
• The position will be funded by the AI Factory Austria (until June 2028).An extension beyond this period may be possible depending on future project developments.

At AIT, diversity and inclusion are important to us. We want to inspire women in particular for our technical environment and welcome applications from women who are given preference if they have the same qualifications.

Please send us your application documents (CV, cover letter, certificates) online. #LI-DNI (do not ingest)