Manager, GCAS AI Operations

The Global Customer Acceleration & Support Strategy & Operations Team

At Okta, our AI strategy is designed to revolutionize how we engage with customers and operate our business. For that strategy to succeed, we need a deep, practical understanding of how we support and engage our customers.

This role is the critical link between our AI strategy and business outcomes, focusing on the 'How' (implementing AI solutions effectively) and the 'So What' (measuring their impact). You will serve as the orchestrator and scale enabler for AI projects, ensuring they not only launch, but thrive and deliver measurable value. This role is perfect for a business analyst who loves to connect the dots between business problems and technology-driven solutions.

The Manager, GCAS AI Operations Opportunity

Reporting to the Senior Director, Customer Support Strategy & Operations, this role will be a key partner in driving our AI strategy, identifying opportunities, and ensuring the successful implementation and impact of AI initiatives.

What you'll be doing

• AI Strategy & Opportunity Identification: Collaborate with leaders to evaluate and document potential AI use cases. You will analyze existing business processes to identify bottlenecks and pain points that can be solved with AI-driven automation.
• Requirements & Testing: Translate business needs into detailed business and product requirements documents. You will also own the User Acceptance Testing (UAT) process for key AI projects, ensuring all solutions meet quality standards.
• Impact Measurement: Develop and maintain dashboards to track the performance of AI initiatives. You will be responsible for ROI modeling and forecasting, quantifying business impact such as cost savings and productivity gains.
• Stakeholder Collaboration: Work closely with GCAS, Technology, and Data teams to develop scalable frameworks and contribute to our vendor and product strategy. You will also create playbooks and best practices to scale AI programs and participate in structured feedback loops.
• Solution Implementation & Project Management: Partner with our Business Technology teams to plan and execute the implementation of new GTM AI tools. Manage project timelines, dependencies, and user acceptance testing for your designated areas.
• Tool Ownership & Governance: In some cases, own the administration and strategy for specific GTM AI applications. Develop best practices, create documentation, and provide support to ensure we are maximizing the value of our investments.
• Ongoing Support & Enhancements: Provide ongoing support for AI technologies, including troubleshooting issues and working on enhancements to improve performance.

What you'll bring to the role

• 5-7+ years of experience in an operations role such as Support Operations, Marketing Operations, Business Analysis, or a related field within the technology sector.
• Proven experience managing complex, cross-functional projects from discovery through to implementation.
• Strong analytical skills and a highly structured, detail-oriented approach to problem-solving.
• Exceptional communication and interpersonal skills, with the ability to build trust and influence stakeholders at all levels.

And extra credit if you have experience in any of the following!

• Direct experience implementing or enhancing a major GTM system (e.g., Salesforce).
• Experience with business analysis and agile development lifecycle processes and tools (e.g., Jira, Asana)
• Familiarity with the current landscape of GTM AI tools (e.g., conversational AI, content generation).
• Experience working in a change management capacity, helping teams adopt new technologies and processes.

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