Head of Customer AI

We’re looking for a senior leader to own how AI gets used across the customer experience at Halter. This role starts with a clear focus: build out and lead world-class customer support operations powered by AI. This includes delivering our target deflection rates through AI, building a high-quality content ecosystem, and improving our operational workflows to deliver a better experience for both our customer and our teams.
Once support is delivering at a high level, you’ll expand AI into other parts of the customer journey from onboarding, to sales, and beyond. This role will have a big impact on how we scale, how our customers experience Halter, and how we stay at the forefront of AI adoption across our Go-To-Market teams at Halter.
This is a rare opportunity to build something from scratch, move fast, and lead meaningful change across the company.

What we are looking for

• We’re looking for a unique individual – someone that is very comfortable stepping into a one-of-a-kind role and building it up from scratch. You’ll bring a strong background in software or machine learning engineering, with the ability to architect scalable systems. While you’ll work closely with technical teams on implementation, in the early stages of building this function, you’re expected to be hands-on and willing to roll up your sleeves to drive the initial implementation yourself.
• You’ll have experience in AI, automation, customer operations, or related fields, and have a proven ability to lead teams, run projects, and deliver measurable outcomes. You’ll constantly be pushing to the very edge of where you operate, testing new and unique solutions to solve hard problems, and anchoring your decision making in data. At all times you will have our farmer experience at the core of what you do.
• The right person for this position will be incredibly collaborative, working cross-functionally to drive a digital-first strategy that operates cohesively within our total customer experience offering. You’ll be comfortable working with engineering and ML teams, and know how to make tradeoffs between accuracy, performance, and scalability

Key Responsibilities

• Lead AI strategy across the customer experience. Own the roadmap for AI across customer support, onboarding, and sales. Work closely with product, engineering, and operations to build tools that solve real problems and deliver real outcomes: faster support, better answers, lower cost to serve
• Deliver against our AI deflection targets. Architect, build and scale the systems, content infrastructure, and AI models needed to achieve this, making key decisions about platform, tooling, and data flow. Identify gaps in the current support model and bridge these with automation and smart design. Track and report on performance such as AI containment, resolution, CSAT, and efficiency.
• Build and lead the customer content and support operations team. Lead the team responsible for our support operations, customer content, and AI knowledge base material. Make sure our content is structured, searchable, and always updated so customers and AI can both find answers fast. Set clear quality standards and scalable processes for how content gets created and maintained 
• Expand AI into Onboarding and Sales. After support is stable, work with onboarding and sales teams to apply AI across our go-to-market motion at Hatler. Examples might include onboarding automation, sales pipeline management tooling, lead qualification, or product usage and upsell identification. 
• Act as a Senior Leader and Strategic Partner. Be a senior voice in the room on how we scale our customer operations and experience. Bring a practical, data-driven lens to decisions, focused on what’s working and what needs to change. Continuous Improvement: Stay ahead of AI trends and technologies, implementing the latest advancements to keep Halter at the cutting edge of AI innovation.
• Customer-Centric Design & Insights Loop. Champion the voice of the customer in every AI initiative. Build robust feedback loops between customer interactions and AI model training to ensure that AI-powered experiences are intuitive, seamless, and aligned with real user needs.
• People Leadership & Team Development. Attract, hire, and develop a high-performing team across AI, support operations, and content. Create a culture of innovation, continuous learning, and cross-functional collaboration. Coach team members to develop both technical depth and customer empathy aligned to Halter’s Operating Principles.

Why Halter

• Innovative Environment: Be a part of a company that is transforming the agricultural industry with technology.
• Cutting-Edge Projects: Work on the coolest AI projects in New Zealand, making a real impact on our customers’ lives.
• Dynamic Team: Join a passionate, driven team that values collaboration, innovation, and continuous learning.
• Career Growth: Opportunity to lead and grow within a fast-paced, innovative company.
• Impactful Work: Shape the future of AI in agriculture, creating solutions that change the way farmers operate worldwide.

Our Office First Approach

• There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. 
• Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical.
• We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter. 
• Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back – the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other.

Join our team

• Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit!
• If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch!
• Please also feel free to check out the careers page for more information on working at Halter and don’t forget to follow us on LinkedIn & Instagram.

Join us in doing the most exciting AI work in New Zealand today! This is your chance to not only lead transformative projects but also to become a pivotal part of our AI journey, driving innovations that make a real difference.