AI Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a deep understanding of the business you are entering, including the operations of credit unions, the daily functions of a collections department, compliance regulations affecting member interactions, and the experience of members who are past due.

• Master the Emma system from start to finish: understand its prompt architecture, configuration aspects (verification protocols, escalation triggers, constraint language, payment negotiation limits, tone), and the implementation journey from initiation to launch.

• Observe active implementations and customer deployments, participating in dry-run testing sessions alongside credit union collections teams.

• Analyze the current post-sale process to identify lost context, missing defaults, and points of failure.

• Manage Emma implementations comprehensively as the primary contact for customers, including conversation design, business rule formulation, live testing facilitation, and final sign-off for launch.

• Take charge of post-launch performance for a portfolio of live accounts, monitoring agent performance, identifying quality drift, and conducting executive business reviews that demonstrate results.

• Document Clutch's implementation defaults — a pre-configured, best-practice foundation for all design choices — ensuring that every engagement begins with "here's what works, tell us where you're different" rather than a blank slate.

• Establish the operational framework for the function, including health monitoring, standardized reporting, and reproducible playbooks.

• Independently manage the entire post-sale portfolio for Emma, alternating between onboarding new customers and optimizing existing accounts.

• Expand the operational model you developed for Emma to additional agents in the portfolio as they become market-ready.

• Create a hiring strategy and role design to scale the function beyond your current capacity and begin assembling the team.

• Act as the knowledge hub for the agent business, using insights gained from customers to influence product roadmap, sales strategies, and pricing.

⛳️ Requirements

• Over 5 years of experience in management consulting, business operations, or a similar structured problem-solving role in a dynamic setting, preferably within SaaS and/or Fintech.

• A proactive recommendation approach: you present a viewpoint confidently, advising C-level executives on suggested actions and are prepared to revise as necessary based on new evidence.

• Complete ownership of execution: you successfully drive complex, multi-stakeholder projects to completion without assistance from a project manager.

• Strong AI knowledge and curiosity: you are comfortable working with LLM-based products and are motivated to learn how an agent's configuration influences its behavior during live calls. While you don’t need to be an engineer, you should not be an observer.

• A builder's mindset: you transform tacit knowledge into playbooks, standards, and tools — you create the function rather than merely performing the tasks.

• Executive presence: you will represent Clutch's AI agents to credit union leadership from the outset.

• Preferred, but not mandatory: experience in collections, a background in credit unions or banking, or software engineering skills. We prioritize consultative skills and execution capabilities — we can teach the specific domain knowledge.

🏝️ Benefits

• Remote Flexibility: Enjoy the convenience of working remotely from any location, allowing for a balanced lifestyle and career.

• Unforgettable Off-Sites: Participate in biannual bonding experiences with colleagues in exciting locations, promoting teamwork and innovative ideas.

• Paid Time Off: Benefit from flexible PTO days each year for relaxation and personal time.

• Stock Options: By joining us, you will have the opportunity to share in our success, receiving stock options as part of your compensation package.

• Home Office Setup: Design your ideal workspace with a dedicated budget for home office necessities.

• Work Trip Budget: Enhance your personal and professional growth with a budget allocated for work-related travel and co-working experiences.

• Health Coverage: Focus on your well-being with comprehensive health and dental insurance options.