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.

AnyVan’s AI capability is already live across chat, voice, customer support, bookings and sales (AI SDR / sales agents). This is hands-on role that drive the AI product and project roadmap end-to-end.

You’ll help us focus on what we prioritise, build, ship and measure working with engineering and key stakeholders in the business. This role is a blend of ops and technical and inputs to and delivers on the technical and product direction that we focus on and scale for Commercial and Operations. You’ll deliver improvements across AI products and operational/commercial processes using AI across the business in a hands on role that drives AI improvements and efficiencies.

What You’ll do:

AI Project/Products

• Shape and deliver the AI project and automation roadmap across Operations and Commercial helping focus on what we build, in what order, and why.

• Able to work with tech and act as the enabler for AI products: define problems, write briefs, prioritise, ship, measure, iterate.

• Lead delivery of AI improvements and projects end-to-end, from idea through to measured impact and continual iteration.

• Translate operational pain into well-scoped AI/automation solutions with clear success metrics that you will then make happen.

Hands-on low level AI Build & Prompt Engineering

• Continually test and tune AI agents across customer support, bookings, chat, voice and sales.

• Hands-on prompt engineering to design, evaluate and continuously improve prompts and conversational logic.

• Work across the full Ops stack; Twilio, HubSpot, data tooling, low-code platforms, LLM APIs.

• Choose the right tool for each job; Claude, low-code, etc - customise and build it.

Engineering Multiplier

• Free up engineers from prompting, data wrangling and process design so they can build APIs, infrastructure and product features.

• Attend group AI sessions and ensure learnings are shared across the relevant business areas.

• Where CS/Sales live agents are going wrong, diagnose the root cause and help fix it, not just flag it.

Data, Measurement & Reporting

• Own the AI metrics that matter: task accuracy, end-to-end AI journey completion, escalation rate, NPS / CX on AI journeys, automation rate, ROI delivered.

• Put numbers on what you’ll fix before you build it, and report actuals once live.

• Use AI to make reporting faster and more useful for the people running the business.

Risk, Guardrails & Quality

• Make sure AI changes are well-controlled, well-documented, and safe to ship.

• Keep guardrails, escalation thresholds and fallback logic current and working.

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

What You’ll Bring

• You must bring at least 3 years experience in a hands-on AI Operations, BA/junior product, engineering or technical operations role with a track record of shipping and fixing things, not just advising on them.

• A genuine passion for AI and solid examples of working with it to drive results.

• Comfortable across the Ops/AI stack: Twilio, HubSpot, data tooling, low-code platforms, basic scripting, etc

• Product instincts, can scope a problem, prioritise, ship an MVP, measure it, iterate.

• Strong communicator, can translate between stakeholders in the business, engineering, product and senior leadership to drive results.

• Bias for action: ship, learn, iterate NOT plan, plan, plan.

• Self-learner; picks up new tools fast (the kind of person who watches YouTube tutorials on new AI tools for fun).

• Comfortable with ambiguity, can define the problem as well as solve it.

• Align with our values and thrives on in-person collaboration.

• Fully eligible to work in South Africa and happy to be in the Cape Town office at least 3 days a week.

How You’ll Be Measured;

• AI task accuracy rate across live and automated workflows.

• End-to-end AI journey completion (% handled fully by AI without human escalation).

• Number of operational processes automated or materially reduced.

• Measurable hours / FTE removed from operational processes.

• NPS & CX on AI journeys vs human baseline.

• Reduction in avoidable escalations driven by AI quality improvements.

• ROI delivered (time, cost, error reduction).

• Quality, timeliness and decision-readiness of AI-powered reporting delivered to leaders.

• Engineering team multiplier effect – time freed up for engineers to build APIs / product.

What We Offer:

💰 Competitive Salary

🌴 Generous Time Off - 20 days annual leave plus public holidays

💪 Health & Wellbeing - ZAR1000 pr 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 (literally - last winners hit the Alps)

🚀 Career Growth - Join a disruptive technology leader and fast forward your career move

Our company values are:

• Have fun, get it done

• Progress over perfection

• One team thinking big
  

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.