AI Deployment Lead - London

AT GRADIENT LABS, WE'RE BUILDING THE AI CUSTOMER OPERATIONS PLATFORM FOR FINANCIAL SERVICES. Founded in 2023, we now work with some of the biggest names in banking and fintech. Our platform runs specialist agents, purpose-built for financial services, to eliminate manual work across customer support and back-office operations. Together, they give product and operations teams the visibility and control to trust every outcome. We're a team of builders from companies like Monzo, Wise, Mastercard, Revolut and Google. If you're excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we'd love to hear from you.   🎯 HOW YOU’LL MAKE AN IMPACT As an Agent Product Manager, you’ll be responsible for helping enterprise customers achieve real, measurable results through automation. You’ll scope and lead end-to-end projects that embed our platform deeply into their operations and drive strategic outcomes that matter. * Own the end-to-end delivery and integration of our AI platform into customer environments, setting the project plan and ensuring a high-quality outcome. * Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy the solution. * Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates. * Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT). * Serve as the primary technical interface for customers during pre-sales, assisting with POCs, legal/security due diligence, and managing the seamless transition from trial to implementation. * Collaborate closely with internal AI, Engineering, and Sales teams, acting as the "voice of the customer" to provide strategic feedback that shapes the product roadmap. * Establish scalable, high-quality onboarding and implementation processes that set all customers up for long-term success. * Manage project risks and governance related to AI deployment, ensuring all solutions meet compliance, security, and responsible AI standards. 💡 WHAT YOU’LL BRING * Proven Tech Delivery: Experience in forward-deployed, customer-facing roles at high-growth tech companies. * Results-Driven Ownership: Proven ability to own and deliver complex, multi-stakeholder projects end-to-end. * Structured Adaptability: Thrives in ambiguity, proactively creating structure and driving clarity where none exists. * Technical Acumen: Strong grasp of technical fundamentals (APIs, integrations) and the ability to collaborate effectively with engineering teams. * Data Analysis: Comfortable using analytical tools (e.g., Omni, BigQuery…) to surface insights and guide decisions. * Clear Communication: Communicates clearly and confidently across all audiences,internal and external, including technical teams and senior leadership. * Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value. * Pragmatic Problem Solver: Entrepreneurial mindset used to find creative, pragmatic solutions balancing goals with feasibility. WHY JOIN GRADIENT LABS? This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation. You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking.

ABOUT THE ROLE Scale's Global Public Sector team is focused on using AI to address critical challenges facing the public sector around the world. As a Staff Applied AI Engineer, you'll raise the bar for how AI gets built, governed, and evaluated across the team. You'll define standards that other engineers adopt, such as evaluation methodologies for agents and MLOps practices, while acting as the senior technical voice for the most sensitive AI decisions our clients face. What you'll do * Define standards for responsible AI, model governance, and production MLOps that get adopted broadly across the Global Public Sector team * Build or validate the highest-risk parts of strategic AI systems and use those systems to establish standards other teams can adopt. * Architect AI systems designed to prevent systemic failure, and lead the resolution of the most severe incidents tied to model safety or data integrity * Build reusable AI capabilities, such as production-ready agent implementations built on proven architectures, fine-tuned models, or evaluation methodologies, that other engineers and clients can build on * Advise on which new AI developments are worth adopting, and help set the technical roadmap for the domain * Act as the senior technical partner to client leadership on AI strategy * Coach Senior Applied AI Engineers, delegate ownership of technical domains, and build systems and practices that enable multiple teams to deliver safer AI * Contribute to recruiting and representing Scale's AI work externally What we look for * 7+ years of engineering experience, with a multi-year track record owning AI/ML systems in production * Experience judging the quality of training data, selecting the right adaptation method for a given model, evaluating fine-tuning results, and balancing serving cost, latency, and quality trade-offs * Experience owning an AI-powered product end to end, including direct involvement in the AI's behaviour rather than implementing ML work scoped by another team * A track record of establishing standards that outlived the projects they were built for, such as an evaluation methodology, an MLOps practice, or an architectural pattern * Comfort operating with executive-level clients and leadership, including defending a technical position under pressure * Deep experience with regulated, sovereign, or on-premise AI deployment, including hallucination mitigation and auditability Where this role sits Your primary accountability covers production AI behaviour, its backend integration, and the evaluation required for a specific customer. Senior Full-Stack Engineers own the complete user-facing application and its infrastructure. ML Research Engineers lead novel agent architecture and the benchmark methodology used across accounts. The roles work together on agents and evaluation, with accountability set by the scope of the problem. The Public Sector context Location, travel, and vetting requirements vary by assignment. Some UK assignments require BPSS screening and may require SC or DV clearance. Requirements depend on the account and each candidate's circumstances. We discuss assignment-specific eligibility early in the hiring process.   PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role. This allows us to ensure a fair and thorough evaluation of all applicants. About Us: At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications. We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.  We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at accommodations@scale.com. Please see the United States Department of Labor's Know Your Rights poster [https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf] for additional information. We comply with the United States Department of Labor's Pay Transparency provision.  PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates. We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws. Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data. Please see our privacy policy [https://scale.com/legal/privacy] for additional information.