Senior Manager, Support Operations – AI, BPO

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

📋 Description

• Continuously enhance our customer-facing chatbot through prompt engineering, knowledge base management, intent and entity tuning, and escalation logic.

• Monitor and elevate the containment rate, deflection rate, and CSAT for interactions managed by the chatbot.

• Develop diagnostic trees, agent workflows, and fallback procedures to ensure the chatbot is reliable at scale.

• Conduct iterations on a weekly basis rather than quarterly.

• Manage the daily relationship with our BPO partner, including performance management at the agent level, QA calibration, and SLA accountability.

• Oversee the operational rhythm through weekly syncs, monthly reviews, and quarterly business evaluations.

• Create agent-assist tools (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that significantly enhance the speed and accuracy of our BPO agents.

• Utilize AI to analyze 100% of tickets for coaching and quality improvements rather than relying on 10% samples.

• Develop and maintain MCP connectors that integrate AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can process and act on real data.

• Customize agent-assist responses using customer context sourced from CRM and product data.

• Design integrations that adhere to FERPA requirements and respect the sensitivity of educator and student information.

• Conduct AI-driven analyses of ticket volume, contact drivers, sentiment, and resolution trends.

• Convert analyses into actionable enhancements: updates to the knowledge base, chatbot refinements, training topics for BPO agents, and product feedback for Engineering.

• Create reusable dashboards and reports that clarify support performance for the entire company.

• Implement FERPA and COPPA compliance rigor into every AI system you develop — including guardrails, audit logs, and human oversight when handling student data.

• Manage workflows for background checks and approvals for BPO personnel who have access to student PII.

• Anticipate spending substantial time using Claude Code, Cursor, Copilot, Codex, or similar tools — writing prompts, agent workflows, integration code, and analysis scripts consistently.

⛳️ Requirements

• You have successfully built and deployed AI-powered support tools that are actively used by real users, such as agent-assist features, LLM-powered ticket analysis, chatbot enhancements, or similar contributions. We will request a walkthrough of your developments.

• You possess hands-on experience in writing prompts as part of your regular practice — specifically for production systems, not just personal projects.

• You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) using MCP, APIs, or similar methods.

• You have experience in a customer support or customer experience role — managing queues, overseeing SLAs, collaborating with vendor teams, or conducting large-scale ticket analyses.

• You are comfortable working with code: reading, writing with AI assistance, and debugging as necessary. No specific programming language requirements apply.

• You can engage in direct conversations with frustrated customers or district administrators while maintaining your composure.

🏝️ Benefits

• Health insurance

• Professional development opportunities