Head of AI Operations

We're the Moonpig Group - home to Moonpig, Greetz, Red Letter Days and Buyagift - and we're on a mission to make people feel loved, celebrated and remembered. Whether it's a card that gets them laughing out loud or a gift that makes their day, we help people stay close, no matter the miles.

We're proud to be leading the online gifting revolution, with brilliant products, clever tech and a whole lot of heart. Our platform makes it easy to create moments that matter - packed with personal touches and delivered with care.

We're not just about selling cards or gifts - we're here to spread joy, spark smiles and make every celebration feel extra special. And with values that guide how we work and support one another, we've built a place where people (and ideas) can truly thrive.

If you're looking to make an impact, bring your spark and be part of something meaningful - we'd love to have you on the team.

London - Hybrid (2-3 days per week) Competitive Salary + Benefits

AI is reshaping how we do things at Moonpig - from the products we create to the way we support our customers. We're looking for a Head of AI Operations to lead the rollout and scaling of AI across the entire Moonpig Group, ensuring adoption and impact across every function - from marketing and operations to finance, customer service, and product development.

This is a strategic and hands on role that turns vision into measurable impact, connecting dots between our central AI roadmap and real world delivery. You'll coordinate and empower teams across the business, ensuring our tools, processes, and people are ready for safe, scalable AI adoption.

Moonpig is in the midst of a generational shift - moving from a digital retailer to an intelligent, emotionally connected platform. This role sits at the heart of that evolution. You'll work cross functionally with senior leaders across all functions - Commercial, Marketing, Customer, Operations, and Group Services - to embed AI as a trusted, transformative capability that enhances creativity, efficiency, and customer connection at scale.

• Drive AI Implementation and Scale
• Lead the company wide execution of Moonpig's AI strategy, ensuring alignment between central AI initiatives and local business priorities across all markets and functions.
• Partner with function heads to identify, prioritise, and deliver AI use cases that unlock measurable value and operational improvement.
• Build and manage a portfolio of AI programs and pilots, tracking adoption, ROI, and impact on business KPIs.
• Translate pilots into scaled, sustainable operating capabilities, working closely with Product, Data, Engineering, and Operations teams.
• Establish the AI Operating Rhythm
• Design and maintain Moonpig's group wide AI operating framework, integrating governance, reporting cadence, and performance measurement across all business units.
• Develop consistent metrics for AI maturity, value creation, and adoption; own the AI dashboard and progress reviews with the Executive team.
• Coordinate with Legal, Security, HR, Risk, and Compliance to operationalise responsible AI principles across all teams.
• Work closely with Finance and Strategy to ensure investment in AI delivers measurable business outcomes and efficiency gains.
• Enable Change and Adoption
• Lead enterprise wide change management to make AI a natural part of how Moonpig works - ensuring every team is equipped, confident, and compliant in using new tools and workflows.
• Develop AI learning pathways, internal comms, and enablement programmes that upskill teams at every level of the organisation.
• Create and run cross functional AI guilds and leadership forums, fostering knowledge sharing, alignment, and experimentation across departments.
• Champion a culture of curiosity and safe exploration, building confidence and accountability in how AI is used day to day.
• Build Scalable Governance and Trust
• Evolve and advise Moonpig's AI governance framework with Legal - balancing innovation velocity with risk management.
• Embed clear accountability for AI use across all functions, defining standards for vendor selection, data usage, and model deployment.
• Ensure responsible AI practices are consistently applied across tools, customer interactions, and internal systems.
• Surface and manage "shadow AI" usage - building transparency and trust through education rather than enforcement.

• You're an across functional leader who can align diverse teams around a shared AI ambition.
• You've led enterprise wide transformation or operational programmes with measurable impact across multiple business functions.
• You are data literate and tech fluent - able to translate complex concepts into clear, actionable plans for both technical and non technical teams.
• You thrive in ambiguity and bring structure to new, fast moving spaces.
• You value adoption as much as innovation - ensuring change is understood, measurable, and sustainable.

• Proven experience leading company wide transformation or operations programmes (AI, digital, or data related strongly preferred).
• Strong stakeholder management and influencing skills, with experience working across Executive, technical, and commercial functions.
• Understanding of modern AI tooling, data governance, and change management principles.
• Ability to design and manage frameworks for performance tracking, governance, and ROI measurement.
• Empathy, curiosity, and the ability to inspire teams to embrace new ways of working.

We believe in empowering our team to do their best work. Enjoy:

• Competitive Pay & Bonuses: Plus generous pension plans & staff discounts.
• Wellbeing First: Private healthcare (UK), mental health support & dog friendly offices (London & NL).
• ️ Flexible Working & Time Off: Generous holidays, hybrid working (1 3 days in office, depending on role/team) & up to 20 days of international working.
• Career Growth: Learning allowances, coaching & development programs.

Want to know more?

Explore our benefits package: here

Check out our podcast, tech blog and product blog to hear more about how we work and what we're building!

We trust you to do what's right, providing flexibility to balance work and life. We believe in giving you permission to innovate and focus on delivering meaningful results. We understand that effective ways of working are unique to each individual, role, and team, and we're committed to supporting and discussing your specific needs throughout the interview process and beyond.

At Moonpig Group, we're all about creating a workplace where everyone feels they truly belong. We celebrate what makes each of us unique, whether that's our background, how we work best, or what matters most to us.

From working parents who need flexible hours to neurodiverse colleagues with specific working styles, we're here to support our people in ways that work for them. Because when you feel valued and included, you can thrive, and so can we.

We're proud to have a number of employee led groups driving this forward, including our LGBTQ+, Gender Balance, Neurodiversity and EMBRACE communities, plus our Group wide EDI committee. These teams help make sure every voice is heard and every idea has a place.

We know that diversity fuels creativity, innovation and connection, and that's why we'll keep pushing for progress. Together, we're building a culture where everyone feels safe, supported, and free to be their brilliant, authentic selves.

If you have a preferred name, please use it to apply and share your pronouns if you are comfortable to do so - If you have any reasonable adjustment requests throughout the interview process please let us know on your application or speak to the Recruiter.