Associate Director – AI Performance, Operations

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

📋 Description

• Collaborate with frontline teams and their leaders to gain insights into what quality means in a practical context.

• Take ownership of the performance metrics for our highest volume frontline AI agents.

• Develop AI-enhanced quality monitoring systems.

• Assess member interactions in real-time.

• Create coaching workflows that provide actionable feedback to leaders.

• Visualize data from interactions, evaluation criteria, coaching signals, and performance trends.

• Expand successful initiatives and transform effective systems into reusable frameworks.

• Work closely with frontline team leaders across various levels.

⛳️ Requirements

• Over 7 years of experience in high-responsibility roles such as startup strategy, business operations, consulting, or internal tooling project management.

• Experience in people leadership: you have directly managed, mentored, or developed individuals or teams.

• Proficient with contemporary AI tools and platforms.

• Systems thinking: you transition from addressing a single problem to creating a framework that mitigates a broader range of issues.

• A natural instinct for quality in human interactions.

• A coaching and enabling approach.

• Outstanding communication skills.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all roles, excluding Director and above; commission eligibility for Sales roles.

• Parental leave program.

• 401K program.

• And more....