CXO Senior AI Automation Specialist
BILL · United States · 3mo ago
Innovate with purpose
At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. We're remote-first, with office spaces in San Jose, CA and Draper, UT — and opportunities to connect in person when it counts. BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.
✨ Let’s give businesses more time for what matters.
Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries.
We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations. The work isn't new. We've been building AI tools and delivering value ad hoc, but now it's our mandate.
This is a founding team. You'd be shaping the architecture, the workflows, and the culture from the ground up. There's existing work to build on, but no inherited playbook to follow. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working.
In this role, you will:
- Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows. Deploy standardized automations across Slack and Salesforce at scale.
- Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems. Review DevRev/Cresta transcripts to ensure bots are behaving as expected.
- Give leaders self-serve access to data and insights. Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES). Detect escalation patterns and repeat contacts that nobody is connecting the dots on.
- Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale. Know what happened last week and what's coming next.
You will also:
- Connect and deploy orchestration layers (MCP, custom connectors) to automate CX business workflows and productize internal tools
- Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved. Design escalation patterns so the system knows when to surface to a human.
- Partner with the data team on structured data layers that keep AI outputs trustworthy. Productize what works so it scales across the org.
We'd love to chat if you have:
- 5+ years building and deploying production systems. Python required. SQL strongly preferred.
- 2+ years working with LLMs in production: prompt configuration, tool use, function calling, RAG pipelines, agentic frameworks (MCP, custom orchestration, etc.)
- Experience building LLM orchestration and integration layers that connect AI agents to business systems. Multi-step workflows, tool coordination, memory management, error recovery.
- You understand context engineering: accuracy depends on what information reaches the model. You've structured context, routing logic, and retrieval pipelines for these systems at scale.
- You know how to measure operational reliability of AI systems: are they actually delivering the business outcomes they're supposed to?
- Comfort with ambiguity. You'll define the approach, not just implement specs.
- You can translate between technical implementation and business value: hours saved, contacts deflected, cost avoided.
- Familiarity with customer support operations: contact routing, SLAs, agent workflows, quality assurance.
- Bias toward shipping. Deploy, measure, iterate.
Bonus points if you also have:
- Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems)
- Data modeling or analytics background (dbt, Redshift, Trino)
- Experience building tools for non-technical end users
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones
What’s in it for you?
Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.
BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification.
Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.