AI Adoption & Enablement Lead at SupportNinja

Work Setup: WAH/Remote

Start Date: March 23, 2026

The AI Adoption & Enablement Lead is responsible for driving the integration of NinjaAI into daily workflows to ensure deployment translates into measurable operational impact. This role increases platform utilization across accounts and functions by enabling leaders and frontline teams, removing adoption friction, and establishing governance, metrics, and accountability. As a transformation execution leader, they embed behavior change, strengthen workflow integration, and create structured feedback loops with Product and Engineering to continuously improve performance outcomes.

What does a day in the life of AI Adoption & Enablement Lead look like?

• Platform Adoption Ownership
  • Monitor tool utilization and usage depth across delivery environments
  • Track adoption trends and identify gaps by program, function, and role
  • Drive corrective action where usage is low
  • Establish accountability with Service Delivery leadership
  • Lead initiatives that directly improve adoption lift
• Workflow Embedding & Operational Integration
  • Map current operational workflows and identify AI insertion points
  • Audit where tools are bypassed or underutilized
  • Partner with Delivery leaders to redesign workflows
  • Standardize best-practice operating models
• Training & Enablement Execution
  • Conduct training for Agents, Team Leaders, and Operations Managers
  • Deliver adoption primers and tool walkthroughs
  • Provide real-world use case demonstrations
  • Lead refresher sessions for low-adoption teams
  • Implement certification or validation programs where appropriate
• Adoption Intervention Playbooks
  • Facilitate workflow redesign workshops
  • Lead leadership alignment sessions
  • Connect adoption metrics to performance KPIs
  • Provide usability coaching and shadowing
  • Execute targeted interventions based on data signals
• Adoption Metrics & Reporting
  • Define and track core adoption metrics (active users, workflow coverage, usage frequency, leadership engagement, insight consumption, post-intervention lift)
  • Build and maintain dashboards and monthly adoption readouts
  • Identify risks, gaps, and opportunities
  • Drive corrective actions in partnership with Delivery leadership
• Voice of Operations
  • Consolidate friction points and enhancement requests
  • Prioritize feedback based on adoption and performance impact
  • Support pilots and feature testing
  • Measure adoption lift post-release
• Cross-Functional Alignment
  • Partner with Service Delivery on workflow embedding and accountability
  • Align with Quality and Training on coaching and enablement integration
  • Collaborate with Product and MomentumLabs on transformation priorities
  • Support Solutions/Sales with adoption insights where relevant
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for AI Adoption & Enablement Lead?

• 5+ years in BPO / CX operations, enablement, or performance management
• Experience rolling out tools, platforms, or process transformations
• Experience training or enabling frontline leaders
• Strong operational and workflow understanding
• Experience working cross‐functionally with Delivery, Quality, and Training
• Strong communication, presentation and facilitation skills
• Operational change management
• Adoption strategy and execution
• Workflow design and optimization
• Training facilitation and enablement delivery
• Data interpretation and performance analysis
• Influence without authority
• Stakeholder alignment and accountability management
• Executive communication and reporting

Ninja Perks and Benefits

• Full-time employees
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Beautiful office space (for onsite employees)
  • Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/jft8UCd02352h5-U-bbMj

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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