AI Operations and Automation Specialist

Got Drive? Join AnyVan as we make moving anything, anywhere miles better and build a career that moves just as fast.

Back in 2009, our CEO Angus saw half-empty vans everywhere and knew there had to be a better way! That's how AnyVan began. He set out to create the world's most efficient logistics technology and help halve the number of wasted miles by filling those empty vans.

Since then we've become the nation's favourite way to move, with over 150k five-star reviews and 5 million customers in the UK and Europe. Our team of 400 AnyVanners across London, Cape Town and Bogota is proving that moving doesn't have to cost the earth by helping save 8,520 tonnes of Carbon each year.

AnyVan is already using AI to power live customer conversations across chat and voice. We aren’t just "testing the waters", we’re all in. Now, we’re looking for a hands-on operator to take our existing capabilities and make them broader, smarter, and more efficient and to build the next wave of AI automation across the business.

You will own two things:

Run & Optimise:

• Keep the live AI agent performing at its best across call centre, chat, and voice. Fix what's broken, improve what's working, protect the customer experience.

Build & Deliver:

• Get into the weeds of operational processes, find what's inefficient or manual, and fix it using AI and automation. Use whatever tools fit, Claude, Clawdbot, low-code platforms, or whatever else gets the job done.

• This isn't a governance role or a strategy role. It's a doing role. You'll be expected to spot opportunities, design solutions, get them built, and show the numbers.

• If you're someone who gets frustrated watching inefficient processes run unchanged and wants to actually fix them, this is for you.

What You'll Be Doing:

Run the AI Agent - Quality & Customer Experience

• The AI agent is live. Customers interact with it every day. Your job is to make sure it's good and keep making it better.

• Review AI-handled conversations across chat and voice for accuracy, tone, and policy alignment.

• Track NPS and CX metrics for AI journeys; dig into the causes when things go wrong.

• Refine prompts and conversational logic to improve outcomes.

• Set and manage escalation thresholds so the right things get to a human at the right time.

• Hold AI-handled interactions to the same bar as the best human-handled ones.

Build & Ship - Operational AI & Automation

• This is the bigger part of the job. You'll be deep in operational processes, understanding how work actually gets done, finding where it's slow or manual, and building AI-driven fixes that stick.

• Get into the detail of day-to-day operational processes across CX, back-office, and partner ops.

• Break down manual, rules-based work into logic that AI or automation can handle.

• Choose the right tool for each process, Claude, Clawdbot, low-code platforms, or anything else that works.

• Build and ship solutions yourself where possible; pull in Product and Engineering when the process requires it.

• Own what you deploy, test it, monitor it, fix it when it breaks.

• Measure the before and after time saved, errors removed, volume handled.

Find the Friction - Process & Automation Discovery

• You'll be expected to go looking for problems, not wait for them to be handed to you.

• Map workflows to find manual, repetitive, or broken processes.

• Prototype solutions fast using the tools available.

• Put numbers on the effort you're removing, FTE hours, ticket volume, error rates.

• Move quickly and safely, deploy improvements without creating new risk downstream.

Measure Everything - Analytics & Reporting

• You build things, you measure them. You also use AI to make reporting faster and more useful for the people running the business.

• Own the metrics: automation rate, AI adoption, escalation trends, task accuracy, ROI

• Build reports that give leaders clear, actionable insight, not just data

• Use AI to speed up reporting for everyone, from senior leadership to shift supervisors

• Put numbers on what you're planning to fix before you build it; report actuals once it's live

Keep It Safe - Risk & Governance

• Moving fast doesn't mean cutting corners. You'll make sure AI changes are well-controlled and well-documented.

• Identify risks in AI-driven decisions before they become problems

• Keep guardrails, escalation controls, and fallback logic current and working

• Make sure business rule changes are reflected accurately in AI behaviour

• Document what exists - Logic, dependencies, workflow maps, etc so nothing is a black box

Know the Systems

• You don't need to code. But you need to understand how pieces connect.

• Know how the AI layer interacts with CRM, booking, ticketing, payments, and internal tools.

• Be able to trace a problem from input to outcome, and know where in the chain it broke.

• Flag misalignments when product or operational changes affect AI behaviour.

How You'll Be Measured

• AI task accuracy rate - Correctness of AI-driven decisions and actions across all live
  and automated workflows.

• End-to-end AI journey completion - % of customer interactions handled fully by AI without human escalation.

• Operational processes automated - Number of manual or rules-based processes replaced or significantly reduced by AI or automation.

• Reduction in manual effort - Measurable hours and FTE removed from operational
  processes.

• NPS & CX - AI journeys Customer satisfaction scores for AI-handled interactions vs
  human baseline.

• Escalation rate - Reduction in avoidable escalations driven by AI quality
  improvements.

• ROI delivered - Measurable time, cost, or error reduction delivered vs projected
  for each operational change.

• Reporting quality - Quality, timeliness, and decision-readiness of AI-powered
  insight delivered to leaders.

What you'll bring:

2–3 years of experience in operations, product, consulting, or a startup and you've spent that time actually building things, not just advising on them. Ideally you'll have some hands on experience working with AI. You must demonstrate a genuine passion and curiosity for it and the confidence in working with it and learn quickly.

You'll thrive here if you:

• Get things done without needing a lot of hand-holding.

• Are comfortable with ambiguity, you can define the problem as well as solve it.

• Think in systems: you can see how a change in one place affects outcomes elsewhere.

• Pick up new tools quickly, LLMs, automation platforms, low-code builders, etc

• Can translate a messy operational problem into a clean logical structure.

• Measure what you build and know how to present results clearly.

• Move fast, ship, learn, iterate, NOT plan, plan, plan.

• You have a track record of translating "complex data-speak" into "human" for stakeholders.

• You’re known for getting stuff done and have a "bias for action’, meaning you’d rather build a solution rather than just sit in meetings talking about one.

• Align with our values and culture (outlined below).

• You’re the person who watches YouTube tutorials on new tools just for fun. Self-learning isn't a chore for you, it's a hobby.

• You thrive on in-person collaboration at our Herzegov Boulevard. (The coffee is worth the commute, trust us - no remote only applicants please).

• Fully eligible to work in South Africa with a valid work permit if required.

Our company values are:

• Have fun, get it done

• Progress over perfection

• One team thinking big
  

You can find out more about our culture here:

https://www.anyvan.com/careers

DE&I

We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.