The Role

AiDASH is looking for a dynamic professional as part of its customer success team, in the Biodiversity Net Gain through AI (BNGAI) product. The BNGAI product enables landowners, critical infrastructure operators, and local governments to increase biodiversity on their land while confidently and efficiently meeting their regulatory goals for sustainability.

The person in this role will work closely with different stakeholders of the BNGAI Pod (CS, Ecology, Product, etc.) while managing key aspects of primary and secondary deliveries to our clients and prospective clients. You will also manage the UK-based Field Operations team, including scheduling and capacity planning for field ecology work, and liaise directly with customers and the UK based Customer Success team to ensure seamless delivery.

Our Customer Success team operates with a core mantra: "do once, do well, and use often." We're looking for someone who will design for process excellence—automating where possible while preserving the human touch where relationships are a priority. Your primary responsibility will be driving daily project operations to closure while continuously improving how we work.

How you'll make an impact:

Manage a portfolio of projects/customers

• You will oversee the customer journey from their initial registration to becoming a paying customer, ensuring their ongoing satisfaction and success with the platform.

• This involves personalised support, problem resolution, and maintaining a strong relationship throughout their lifecycle.

Manage UK-based Field Operations

• You will be responsible for scheduling and capacity planning for the Field Ecology team in the UK, ensuring optimal resource allocation and timely delivery of fieldwork.

• You will work closely with the field ecology team to balance workload, manage priorities, and maintain quality standards across all field operations.

• You will liaise directly with customers and the Customer Success team to coordinate site access, fieldwork schedules, and delivery timelines.

Design for process excellence and scalability

• Embracing our "do once, do well, and use often" philosophy, you will identify opportunities to automate repetitive tasks and build reusable processes.

• You will balance efficiency with relationship-building, ensuring automation enhances rather than replaces the human touch where it matters most to customers.

• You will continuously evaluate and improve operational workflows to increase team effectiveness and customer satisfaction.

Collaborate with different POD stakeholders

• You will work closely with the GIS team and the Ecology team to provide daily inputs on project prioritization. You will also collaborate with the sales team to deliver output communications.

Assist leadership in developing the operating model/framework

• You will work with leadership to create and refine the operational framework that drives the delivery of services or products. This includes streamlining processes, setting performance metrics, and optimising resources to improve efficiency and effectiveness.

Develop documentation

• You will prepare and maintain comprehensive project documentation, including project plans, schedules, status reports, and process playbooks that enable knowledge sharing and operational consistency.

What we're looking for:

• Engineering background with mandatory startup experience; MBA is optional

• 4-6 years of overall experience, preferably with exposure to program or project management roles within a SaaS or technology environment

• Experience managing field operations, scheduling, or capacity planning is highly desirable

• Self-driven individual with problem-solving/first principles thinking mindset

• Strong process design skills with ability to identify automation opportunities while maintaining quality and relationships

• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels, including field teams and customers

• Ability to think strategically and execute methodically, with a keen eye for detail
• Proficiency in project management software and dashboard tools such as Excel, Trello and Jira (preferred)

We are proud to be an equal-opportunity employer. We are committed to embracing diversity and inclusion in our hiring practices, and we promote a work environment where everyone, from any race, color, religion, sex, sexual orientation, gender identity, or national origin, can do their best work.