[Hiring] Head of Agentic Operations (AI Workforce Architect) @Remote Choice

Role Description

The Head of Agentic Operations will design, build, operate and govern the Group's digital workforce, comprising AI agents and automated workflows across sales, broking operations, compliance, finance and HR. The objective is to automate routine tasks, enabling employees to supervise outcomes and focus on clients and higher-value activities. This is a hands-on role requiring a builder-first, manager-second approach, with success measured by hours removed, costs avoided, and income supported by AI agents.

Key Responsibilities

• AI Agent Development:
  • Design and build AI agents and automations using Claude and other large language models (LLMs), Make, monday.com, Zendesk, Salesforce, Xero, and Microsoft 365 through APIs and connectors.
  • Develop and maintain prompts, tool definitions, connectors, and scheduled tasks to a consistent specification.
  • Prototype solutions rapidly and prepare successful implementations for reliable production use.
• Agent Management and Monitoring:
  • Maintain the Group Agent Register, documenting each agent's owner, purpose, data access, schedule, controls and performance measures.
  • Conduct weekly audits, improving, fixing, or retiring agents that fail or do not deliver sufficient value.
  • Monitor agent runs, errors, and operating costs, taking corrective action where necessary.
• Governance and Data Protection:
  • Implement human approval gates for all consequential actions performed by AI agents.
  • Apply least-privilege access, logging, testing and evaluation before production release.
  • Ensure compliance with UK GDPR and South Africa's Protection of Personal Information Act (POPIA), working with the Head of Compliance and the executive responsible for AI governance.
• Performance and Business Value:
  • Report monthly on hours removed, costs avoided, error rates, and income supported by each agent and business function.
  • Prioritise development based on measurable commercial and operational value.
• Staff Training and Adoption:
  • Train employees to work effectively with AI agents, including through the Group's monday.com and Claude competency programme.
  • Develop clear operating procedures, ensuring every agent has a named human owner who understands its operation.
• Technology and Cost Management:
  • Select appropriate automation tools and vendors while controlling subscription and usage costs.
  • Maintain documentation of the automation environment to ensure operational continuity without reliance on one individual.

Key Performance Measures

• Performance will be assessed from the first quarter, with specific targets confirmed in writing during the first week.
• Performance Area:
  • Agent Register: Complete the Group Agent Register with named owners and weekly audits in place by day 30.
  • Production Agents: Deploy at least 5 new or rebuilt agents into production, each with a named owner and defined measures, by day 90.
  • Business Value: Report measured hours removed and costs avoided monthly from month 2, against an agreed target.
  • Reliability: Maintain an agent run success rate above 95%, with failures resolved within 2 working days.
  • Safety: Zero data protection incidents caused by agents, with human approval for every consequential action.
  • Staff Adoption: Achieve the agreed staff certification target through the competency programme by month 6.

Qualifications

• At least 5 years building software or automation, including 2 years developing LLM-based agents or workflows used in production.
• Strong practical knowledge of APIs, webhooks, and JSON, with proficiency in Python or JavaScript/TypeScript.
• Deep experience with at least one platform, such as Make, n8n, Zapier, or Power Automate.
• Practical experience in prompt design, tool use (function calling), and evaluating model outputs.
• A portfolio of deployed agents or automations with measurable results.
• Clear written English and the ability to explain technical work to non-technical colleagues.

Desirable Qualifications, Skills and Experience

• Experience with the Claude API, Model Context Protocol (MCP), Claude scheduled tasks or skills.
• Integration experience with monday.com, Salesforce, Zendesk, Xero or Microsoft 365 (Graph).
• Insurance or financial services experience, including an understanding of regulated data.
• Experience leading a small technical team or contractors.

Applications

Remote Choice is managing recruitment on behalf of its client. Candidates who meet the above requirements are invited to apply through Remote Choice.