About the Role

We're looking for an experienced AI Operations Specialist to lead enterprise AI tool adoption, technical support, and platform optimization across Gruve You'll manage day-to-day operations for our AI platform ecosystem including Anthropic Claude, Microsoft Copilot, OpenAI, Figma, Cursor, and internal SharePoint AI applications combining technical troubleshooting with license management, incident response, and workflow optimization for users ranging from individual contributors to C-suite executives.

What You'll Do

Platform Operations & Technical Support

• Provide Tier-2/3 support for Claude (API, Claude.ai, Teams), Microsoft Copilot (Pro/Enterprise), OpenAI (ChatGPT/API), Figma AI, Cursor IDE, and internal SharePoint AI apps
• Troubleshoot API integrations, SSO/authentication issues, feature adoption blockers, and platform configuration problems
• Build and maintain runbooks, FAQs, diagnostic guides, and internal best-practice documentation
• Monitor platform health and performance; escalate and track critical issues
• Partner with vendors on bug reports, feature requests, and SLA resolution

License Management & Cost Optimization

• Own license allocation tracking across all AI platforms
• Produce monthly utilization reports, usage analytics, and cost breakdowns; surface optimization opportunities
• Maintain per-user usage data and communicate policy changes to stakeholders
• Support procurement: RFPs, contract prep, vendor comparisons, and ROI/business cases for new platforms

Agent & AI Application Development

• Design and build AI agents, apps, and integrations across the platform ecosystem (Claude APIs, Copilot plugins, GPT Actions, Figma plugins)
• Identify automation opportunities; independently scope, build, test, and ship solutions
• Create reusable agent templates and prompt libraries; document for team reuse

Incident & Change Management

• Own incident response and root-cause documentation for platform issues
• Plan and execute upgrades, feature rollouts, and configuration changes with clear stakeholder comms
• Maintain audit trails, compliance docs, and SOPs; ensure adherence to data governance and security standards

Governance & Enablement

• Help shape AI governance policy (data privacy, acceptable use, prompt security, integration controls)
• Build training materials, how-to guides, and webinars for all user levels
• Act as a go-to resource for AI adoption across the org

Basic Qualifications

• 5–8 years in operations, technical support, platform management, or IT systems
• Bachelor's degree from an IIT (Indian Institute of Technology) is required
• Hands-on experience with 3+ of: Claude (API/Teams), Microsoft Copilot, OpenAI (ChatGPT/API), Figma, Cursor, or similar AI/dev tools
• Proven license tracking, software provisioning, and vendor management experience
• Experience with incident response, troubleshooting, and change management
• Working knowledge of Python, JavaScript, or SQL for agent development and data analysis
• API integration experience (REST/GraphQL), Postman or similar
• Cloud platform basics (AWS, Azure, or GCP) IAM, APIs, monitoring
• Microsoft 365 administration (SharePoint, Teams, Outlook)
• Data analysis/visualization (Excel, SQL, Tableau, Power BI)
• Git or similar version control

Preferred Qualifications

• Experience with AI adoption programs, AI governance, or MLOps
• ITIL, CompTIA, AWS, or Azure certification
• Experience building conversational AI apps, chatbots, or intelligent automation
• Familiarity with SOC 2, HIPAA, or GDPR
• Background in life sciences, biotech, or regulated industries