Senior Manager, AI Performance & Operations

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

📋 Description

• Collaborate with frontline teams and leadership to gain insights into quality standards, interaction challenges, and existing coaching methodologies.

• Take charge of the performance of high-volume frontline AI agents across both voice and chat platforms.

• Continue the development of AI agents aimed at enhancing performance levels.

• Create AI-driven quality monitoring systems that evaluate millions of member interactions in real-time.

• Assess interactions using criteria that go beyond simple pass/fail metrics, focusing on member experience, safety, and outcomes.

• Develop coaching workflows that deliver immediate, actionable feedback to team leaders.

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

• Expand successful systems into adaptable frameworks applicable to new teams, different interaction types, and various channels.

• Collaborate with frontline leaders to promote tool adoption and refine tools based on user feedback.

• Manage a small team of operators and agent developers to enhance performance across frontline agents and teams.

⛳️ Requirements

• Over 4 years of experience in high-ownership operator roles, including startup strategy, business operations, consulting, or product management for internal tools.

• Proven experience in building and managing systems that significantly improve organizational effectiveness.

• Leadership experience in managing, mentoring, or developing individuals or teams.

• Proficient with current AI tools and platforms, consistently pushing their capabilities.

• Strong analytical skills with the ability to conduct self-directed data analysis and derive insights rigorously.

• Ability to think systemically and design reusable frameworks and feedback mechanisms.

• Skill in translating quality measures in human interactions into structured criteria applicable for AI systems at scale.

• A coaching and enabling mindset when working with frontline managers and quality leads.

• Outstanding communication skills.

• Comfortable with ambiguity and capable of taking end-to-end ownership of results.

🏝️ Benefits

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

• Generous paid time off policy.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions except for Director and above roles.

• Commission eligibility for Sales positions.

• Parental leave program.

• 401K retirement savings plan.