AI Operations and Automation Specialist

Got Drive? Join AnyVan as we make moving anything, anywhere miles better and build a career that moves just as fast. Back in 2009, our CEO Angus saw half-empty vans everywhere and knew there had to be a better way! That's how AnyVan began. He set out to create the world's most efficient logistics technology and help halve the number of wasted miles by filling those empty vans. Since then we've become the nation's favourite way to move, with over 150k five-star reviews and 5 million customers in the UK and Europe. Our team of 400 AnyVanners across London, Cape Town and Bogota is proving that moving doesn't have to cost the earth by helping save 8,520 tonnes of Carbon each year. AnyVan is already using AI to power live customer conversations across chat and voice. We aren't just "testing the waters", we're all in. Now, we're looking for a hands-on operator to take our existing capabilities and make them broader, smarter, and more efficient and to build the next wave of AI automation across the business.You will own two things:Run & Optimise:Keep the live AI agent performing at its best across call centre, chat, and voice. Fix what's broken, improve what's working, protect the customer experience.Build & Deliver:Get into the weeds of operational processes, find what's inefficient or manual, and fix it using AI and automation. Use whatever tools fit, Claude, Clawdbot, low-code platforms, or whatever else gets the job done.This isn't a governance role or a strategy role. It's a doing role. You'll be expected to spot opportunities, design solutions, get them built, and show the numbers. If you're someone who gets frustrated watching inefficient processes run unchanged and wants to actually fix them, this is for you.What You'll Be Doing: Run the AI Agent - Quality & Customer ExperienceThe AI agent is live. Customers interact with it every day. Your job is to make sure it's good and keep making it better.Review AI-handled conversations across chat and voice for accuracy, tone, and policy alignment.Track NPS and CX metrics for AI journeys; dig into the causes when things go wrong.Refine prompts and conversational logic to improve outcomes.Set and manage escalation thresholds so the right things get to a human at the right time.Hold AI-handled interactions to the same bar as the best human-handled ones.Build & Ship - Operational AI & AutomationThis is the bigger part of the job. You'll be deep in operational processes, understanding how work actually gets done, finding where it's slow or manual, and building AI-driven fixes that stick.Get into the detail of day-to-day operational processes across CX, back-office, and partner ops.Break down manual, rules-based work into logic that AI or automation can handle.Choose the right tool for each process, Claude, Clawdbot, low-code platforms, or anything else that works.Build and ship solutions yourself where possible; pull in Product and Engineering when the process requires it.Own what you deploy, test it, monitor it, fix it when it breaks.Measure the before and after time saved, errors removed, volume handled.Find the Friction - Process & Automation DiscoveryYou'll be expected to go looking for problems, not wait for them to be handed to you.Map workflows to find manual, repetitive, or broken processes.Prototype solutions fast using the tools available.Put numbers on the effort you're removing, FTE hours, ticket volume, error rates.Move quickly and safely, deploy improvements without creating new risk downstream.Measure Everything - Analytics & ReportingYou build things, you measure them. You also use AI to make reporting faster and more useful for the people running the business.Own the metrics: automation rate, AI adoption, escalation trends, task accuracy, ROIBuild reports that give leaders clear, actionable insight, not just dataUse AI to speed up reporting for everyone, from senior leadership to shift supervisorsPut numbers on what you're planning to fix before you build it; report actuals once it's liveKeep It Safe - Risk & GovernanceMoving fast doesn't mean cutting corners. You'll make sure AI changes are well-controlled and well-documented.Identify risks in AI-driven decisions before they become problemsKeep guardrails, escalation controls, and fallback logic current and workingMake sure business rule changes are reflected accurately in AI behaviourDocument what exists - Logic, dependencies, workflow maps, etc so nothing is a black boxKnow the SystemsYou don't need to code. But you need to understand how pieces connect.Know how the AI layer interacts with CRM, booking, ticketing, payments, and internal tools.Be able to trace a problem from input to outcome, and know where in the chain it broke.Flag misalignments when product or operational changes affect AI behaviour.How You'll Be MeasuredAI task accuracy rate - Correctness of AI-driven decisions and actions across all liveand automated workflows.End-to-end AI journey completion - % of customer interactions handled