AI Product/Projects Specialist (Ops & Commercial)

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.

We're building a business where AI does the heavy lifting and we need someone who actually loves getting their hands dirty with it. This is part ops, part product, part prompt-engineer-with-a-toolbelt. If you geek out over making Claude, Twilio and HubSpot dance together to remove hours of grunt work, keep reading.

• Help decide what we build, in what order, and why across Ops and Commercial.
• Work hand-in-glove with Sophie and Amy (our CS and Sales agents).
• Turn operational pain into well-scoped AI solutions with clear success metrics.
• Own delivery end-to-end, from idea to measured impact to the next iteration.

• Continuously test and tune our AI agents across customer support, bookings, chat, voice and sales.
• Deliver hands on prompt engineering to keep improving prompts and conversational logic.
• Live in the full Ops stack: Twilio, HubSpot, data tooling, low-code platforms, LLM APIs.
• Pick the right tool for each job (Claude, low-code, whatever fits) and customise it until it sings.

• Free our engineers from prompting, data wrangling and process design so they can build APIs, infrastructure and product.
• Run group AI sessions and share learnings across the business.
• When live agents go wrong, diagnose the root cause and fix it, don't just flag it.

• Own the AI metrics that matter: task accuracy, journey completion, escalation rate, NPS/CX, automation rate, ROI.
• Put numbers on what you'll fix before you build it, then report the actuals.
• Use AI to make reporting faster and more useful for the people running the business.

• Ensure AI changes are well-controlled, well-documented, and safe to ship.
• Maintain guardrails, escalation thresholds and fallback logic current and working.
• Hold AI-handled interactions to the same bar as the best human-handled ones.

• At least 2 years in a hands on AI Ops, BA/junior product, engineering or technical ops role with a track record of shipping and fixing things, not just advising on them.
• A genuine passion for AI (the kind of person who watches AI tutorials for fun) and real examples of using it to drive results.
• Experience working with customer operations and sales teams to provide pragmatic solutions using data and AI to drive results.
• A degree in Mathematics, Statistics, Data Science, Engineering, Computer Science, Economics or a related field.
• Solid experience in data analysis, coding (e.g., SQL, Python, R, etc.), and reporting tools such as Excel or Snowflake.
• Comfortable across the Ops/AI stack: Twilio, HubSpot, data tooling, low code platforms, basic scripting, etc.
• A strong communicator who can translate between engineering, the business and senior leadership.
• A serious bias for action: ship, learn, iterate - not plan, plan, plan.
• A self learner who picks up new tools fast.
• Comfortable with ambiguity, you can define the problem as well as solve it.
• Aligned with our values and someone who thrives on in person collaboration.
• Fully eligible to work in South Africa and happy to be in our Cape Town office at least 3 days a week.

• AI task accuracy across live and automated workflows.
• End to end journeys handled fully by AI without human escalation.
• Operational processes automated or materially reduced.
• Measurable hours/FTE removed from ops.
• NPS & CX on AI journeys vs. the human baseline.
• Fewer avoidable escalations driven by AI quality improvements.
• ROI delivered in time, cost and error reduction.
• Quality and timeliness of AI powered reporting reaching leaders.
• Engineering team multiplier effect, hours freed up for engineers to build APIs and product.

• Competitive Salary
• Generous Time Off - 20 days annual leave plus public holidays
• Health & Wellbeing - ZAR1000 per month towards cover with Momentum/Discovery
• Future Ready - 5% you, 5% us
• Easy Travel - Free parking or transport home after 7pm
• Daily Perks - In house barista coffee, free breakfast every day
• Culture & Community - Weekly drinks, fun socials, and rewards that take you places
• Career Growth - Join a disruptive technology leader and fast forward your career move

• Have fun, get it done
• Progress over perfection
• One team thinking big

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.