AI Process & Solutions Manager

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Help reimagine how work gets done at Coates with AI.

At Coates, we're transforming the way we work, and AI is at the centre of it all. As Australia's leading equipment hire and solutions company, we're on an ambitious digital transformation journey that leverages artificial intelligence to improve how we operate, support our people, and deliver exceptional experiences for our customers.

We're seeking an AI Process & Solutions Manager to drive the delivery of our prioritised AI initiatives by partnering with the business to understand their current processes, surface where AI can deliver real value and build AI capability across Coates.

This is your opportunity to sit at the intersection of business and AI, turning ambitious ideas into solutions that change how work gets done.

The opportunity

Reporting to the AI & Analytics Lead, you'll play a pivotal role in progressing Coates' AI strategy. You'll work hands-on with business teams across Sales, Customer Service, Finance, Safety, People and other functions to not just building technology but reimagining the processes underneath it.

Before any solution is built, you'll facilitate teams to map and interrogate their current processes, challenging why work is done the way it is and redesigning it around what AI now makes possible to target material ROI, not incremental automation.

You'll also step into delivery accountability for the existing AI portfolio, leading an offshore team of AI Product Developers in Manila to design and deliver solutions across people, process, data, and technology.

What you'll do

Facilitate process mapping and redesign workshops with business teams, challenging the status quo and reimagining how work can be done with AI.

Design solutions that address the people, process, data, and technology dimensions of a problem and not just the technical build.

Own approved AI initiatives from solution design through to adoption and measured outcomes, ensuring business value is realised at every stage.

Configure and iterate solutions directly in plain-language AI platforms such as Glean and Claude, including writing instructions, designing agent behaviours, and defining guardrails.

Break down solution objectives into clear, well-scoped tasks and lead the offshore AI Product Developers in Manila to deliver them.

Consult with business teams across the enterprise to identify where rethinking how work gets done could deliver material value, and shape those into use cases for assessment and prioritisation.

Provide honest, credible assessments of what AI can and cannot realistically achieve for a given problem.

Develop and run practical learning sessions, demos, and tool walkthroughs that help business teams build confidence in using AI.

Feed insights from adoption and usage back into solution design so that tools keep improving as more people use them.

What you'll bring

Demonstrated ability to design and deliver AI or technology-enabled solutions that address people, process, data, and technology dimensions.

Experience facilitating process mapping or redesign workshops with business stakeholders, with a mindset to re-imagine how work can be done with AI.

Hands-on experience configuring AI tools in plain language, ideally using platforms such as Glean, Claude, Copilot Studio, or similar.

Experience translating messy business problems into clear, structured briefs that a delivery team can act on.

Proven ability to run training, demos, or enablement activities that drive real change in how people work.

A solid working understanding of how large language models behave including what they are good at, where they go wrong, and how to design around their limitations.

Experience leading or coordinating offshore or distributed delivery teams.

Strong verbal and written communication skills, with the ability to explain AI concepts clearly to non-technical audiences.

Exposure to agile or iterative delivery approaches, including pilots and rapid prototyping.

Awareness of responsible AI principles, including usage policies and guardrails.

Bachelor's degree in Business, Commerce, Data & Analytics, Information Technology, or a related field.

What you'll get in return

We provide our team with a wide range of perks and benefits, including:

Development and career progression pathways

Access to our employee discounts, benefits and wellbeing program

Purchased additional leave program

Novated leasing and salary sacrifice

12 weeks Paid Parental Leave in addition to government parental leave scheme

Volunteering opportunities through the Coates Foundation

Looking for more reasons to join Coates?

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included.

We're proud to be implementing our second Reconciliation Action Plan and are committed to improving gender representation. We also provide opportunities for growth through our leadership and development programs.

But our impact doesn't stop there. Coates supports local and national charities through the Coates Foundation and invests in more sustainable equipment solutions to help create a greener future for all.

Diversity and inclusion are at the heart of our culture. Coates welcomes candidates from all backgrounds, experiences and perspectives to apply.