AI Support Operations Manager

Job Summary

Managing the day-to-day operations of the customer-facing AI agent, the full-time AI Support Operations Manager will oversee AI agent performance, Help Center content accuracy, and the content improvement process while working remotely.

Key responsibilities

• Oversee the operations of the AI agent to ensure accurate resolutions and quality-adjusted automation rates
• Manage the Help Center content, ensuring accuracy and readiness for AI retrieval, while maintaining accountability for published articles
• Drive the content improvement process by addressing AI failures and ensuring timely publication of fixes

Required qualifications

• 3-5+ years of experience in support operations, CX operations, knowledge management, or conversational AI operations
• Proven track record of managing customer-facing help content, including taxonomy and structured authoring
• Experience with AI-assisted workflows and a methodical approach to experimentation and analysis
• Strong analytical skills to trace AI performance issues to root causes
• Ability to collaborate effectively across teams, raising concerns and recommendations clearly and directly