Operations Associate- AI Enablement

Job description

About the Role Upwell builds AI-powered order to cash automation for the logistics industry. We help freight brokers, carriers, and logistics companies reduce manual work across invoicing, accounts receivable, payments, and related customer workflows. We are looking for a motivated, curious, and organized individual to join our AI Enablement team. This is an entry-level opportunity for someone who wants meaningful responsibility early in their career, broad exposure to a growing technology company, and hands-on experience in an AI-first environment. The Operations Associate- AI Enablement will work directly with customers and across Upwell's Customer Success, Operations, Product, and Engineering teams. You will help understand customer workflows, implement and support those workflows within Upwell, resolve operational issues, and identify opportunities to improve how work gets done. This is a customer-facing role from the start. You will communicate with customers and participate in customer calls from the beginning. As your knowledge and judgment grow, you will take increasing ownership of customer conversations, workflow discovery, implementations, and project. ** This is an operations and customer enablement role—not a data science, machine learning, or software engineering position. You’ll use AI every day to solve problems, improve processes, and automate work, but this is a highly customer-facing, hands-on role that requires managing multiple tasks and projects. Prior freight, logistics, or AI experience is NOT required.** Responsibilities *Communicate directly with customers by email and participate in customer calls from the beginning. *Support customer onboarding, implementations, workflow discovery, and ongoing service needs. *Learn how customers perform their work today, including the systems they use, the rules they follow, and the exceptions they encouter. *Help translate customer processes into Upwell configurations, operations procedures, and clearly defined requirements. *Configure, test, and launch customer workflows within the Upwell platform. *Work hands-on with the workflows and real-world scenarios to understand how processes operate in practice. *Investigate operational issues and exceptions, obtain needed information from customers, and coordinate resolution with internal teams. *Create and maintain clear process documentation, standard operations procedures, and training materials. *Support customer and internal projects from initial requirements through completion, keeping stakeholders aligned on open item sand next steps. *Test new functionality and confirm that solutions meet customer needs and work in real-world situations. *Translate customer and operational needs into clear feedback and requirements for Product and Engineering. *Identify recurring manual work and opportunities to improve, standardize, or automate processes using technology and AI. *Take on increasingly complex customer, operational, implementation, and product responsibilities as experience grows. Qualifications *Bachelors degree or equivalent education, experience, or demonstrated capability. *Strong written and verbal communication skills, with the confidence to interact professionally with customers. *Excellent organization, attention to detail, and follow-through *Strong problem-solving and critical-thinking skills. *Ability and desire to learn new systems, processes, and subject matter quickly *Ability to manage multiple priorities and carry work through to completion *Comfort working with spreadsheets, technology, and unfamiliar software. *Ability to collaborate effectively across customer-facing, operational, and product teams. *Interest in how AI and emerging technology can improve business operations. Growth Opportunities This role is deigned for someone who wants to learn quickly and take on increasing responsibility. You will gain practical exposure to customers, implementations, operations, AI-enabled automation, and product development while building a strong understanding of how a growing software company operates. As you develop expertise and demonstrate your strengths, you may progress toward leading customer workflow discussions, owning implementations or projects, supervising work within AI Enablement, or pursuing opportunities in Customer Success, Product, or Operations. Perks of the Job *Competitive salary *Equity package *Health, dental and vision insurance available *401(k) *Flexible PTO *Professional development budget