Title: AI Manager (individual contributor or pod lead, no formal direct reports to start)

Reports to: Chief Operating Officer

Compensation: Competitive base + bonus tied to portfolio outcomes

Company: Unchained | Location: Remote (U.S.); occasional client travel (≈5–10%)

As the AI Manager, you are the owner for a portfolio of client accounts. You are accountable for client retention, value realization, and relationship health—from discovery through rollout and continuous optimization. You translate business goals into AI outcomes, orchestrate delivery with engineers and coordinators, and run the operating rhythm that proves ROI, drives adoption, and earns renewals and expansion.

What you’ll do:

Client discovery & success

• Translate business goals into scoped AI work; set clear success metrics and time-to-value targets.
• Define and maintain a Client Success Plan per account (goals, stakeholders, milestones, KPIs, risks) and review it in monthly executive check‑ins and quarterly business reviews.
• Build multi-threaded stakeholder relationships and drive executive alignment.
• Own client Net Promoter Score - ensure value is being delivered.

Delivery & onboarding

• Drive adoption and change: design enablement plans, train power users, build super‑user networks, and remove blockers to usage.
• Lead requirements, process mapping, and solution design; partner with AI Engineers/Contractors to ship AI Agents/Assistants (AI Projects).
• Orchestrate change management, training, and rollout to drive adoption.

Governance & compliance

• Implement practical AI use policies (privacy, data handling, acceptable use); run risk assessments and approvals.
• Maintain living documentation and coordinate incident response with clients.

Performance & optimization

• Prove value early and often: baseline KPIs, quantify impact, and deliver weekly value readouts that tie AI usage to business results.
• Define evaluation plans; review logs/analytics to improve accuracy, latency, and cost.
• Prioritize a client backlog; run continuous improvement cycles tied to business KPIs.

Commercials & reporting

• Represent the Voice of the Customer internally: synthesize feedback, influence roadmap priorities, and champion quality standards.
• Track scope, deadlines, and margins; surface expansion opportunities.
• Keep CRM, dashboards, and weekly reports as the single source of truth.

Success criteria & KPIs

• Own relationship health and retention for assigned accounts; act as the accountable executive for value, adoption, and renewals.
• Organize and deliver AI projects for assigned clients (tracked in CRM).
• Advise 20+ clients per quarter on AI roadmap & long-term strategy.
• Lead 5+ recorded trainings/workshops per quarter and 2+ live client sessions per month (attendance/records).
• Provide tool/platform recommendations for clients, within budgets/meeting business requirements.
• Achieve 99%+ on-time delivery of AI initiatives.
• Partner with AI Coordinator to keep CRM, dashboards, and backlogs at 100% currency; approve weekly reports on time
• 100% deadline adherence on client deliverables.
• Maintain Client NPS ≥ +30 (bi-annually).
• Provide weekly scorecard updates; maintain proactive comms with AI Coordinator and Chief AI Officers, and Chief Operating Officer.

Weekly rhythm

• Keep client backlogs active and prioritized; review/approve weekly client reports; update scorecard; audit Airtable data hygiene; close the loop on client asks within SLA.

What you’ll bring

• 6–10 years in client-facing delivery (consulting, CS, program mgmt) with 2+ years implementing AI/automation.
• Strong process design and change-management skills; facilitation experience (workshops, enablement).
• Working knowledge of LLM applications (prompting basics, evaluation plans, guardrails, privacy by design).
• Tooling fluency: CRM/dashboards, ChatGPT, Co-Pilot, Gemini, Zapier/Make, Fathom.video, Anthropic, OpenAI, project trackers, basic data warehouse/data lake, SQL, or Python literacy a plus.
• Governance familiarity (acceptable use, data retention, model selection reviews) and risk mitigation.
• Clear, executive-ready communication and hands-on collaboration with engineers.

How we measure impact (examples)

• Time-to-first-value, feature adoption %, KPI lift 
• On-time/on-budget rate, governance pass rate, incident-free operation.
• NPS score, stakeholder satisfaction, and roadmap outcomes shipped.