# AI Support Operations Manager

**Company:** [Zocdoc](https://hotfix.jobs/companies/zocdoc)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $132k – $170k/yr
**Experience:** 5+ years
**Skills:** Forethought Ai, Ai-Powered Support Tools, Crm Platforms, Generative AI, Cx Tooling, Analytics, Automation Workflows, Csat Metrics, Containment, Deflection
**Posted:** 2026-04-14

> Manages AI-powered support workflows across chat, voice, and email to automate repetitive tasks and enhance customer experiences. Requires 5+ years in support operations with hands-on AI tool experience and cross-functional collaboration.

## Job Description

## Responsibilities
- Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like **Forethought AI**.
- Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences.
- Building and fostering relationships with cross-functional partners including **CX**, **Product**, **Engineering**, **Analytics**, and external AI vendors.
- Monitoring and driving performance across key metrics like **containment**, **deflection**, **CSAT**, and productivity, and taking action when results fall short.
- Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations.
- Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts.
- Leveraging **generative AI** tools and technologies to continuously improve response quality and operational efficiency.

## Requirements
- 5–7 years of experience, including 3–5 years in customer support operations, **CX tooling**, or similar roles.
- Hands-on experience implementing and optimizing **AI-powered support tools** (e.g., **Forethought AI**) and working within **CRM platforms**.
- Experience translating support processes and **SOPs** into scalable, system-driven workflows and automations.
- Proven ability to own and improve performance metrics such as **CSAT**, **containment**, **deflection**, and productivity.
- Experience partnering cross-functionally with **Product**, **Engineering**, **CX**, and **Analytics** to deliver operational solutions.
- Experience managing external vendors or **AI platform partners** and influencing product direction.
- Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams.
- A strong sense of ownership and bias to action, with a passion for applying **AI** and automation to improve customer and agent experiences.

## Compensation
**NYC Base Salary Range**: $132,300—$170,000 USD

## Benefits
- Flexible, hybrid work environment at our convenient **Soho** location
- Unlimited Vacation
- 100% paid employee health benefit options (including medical, dental, and vision)
- Commuter Benefits
- 401(k) with employer funded match
- Corporate wellness program with **Wellhub**
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Catered lunch everyday along with beverages and snacks
- Employee Resource Groups and ZocClubs to promote shared community and belonging

## Similar roles

- [Software Engineer, Support Foundations](https://hotfix.jobs/jobs/8525e343-e5f4-4c9b-b4c5-8a23bebfacbf) - Chime - San Francisco, CA - $133k – $184k/yr
- [Product Support Engineer](https://hotfix.jobs/jobs/55cd2b17-0656-4dd2-a5fa-bd840b11b77a) - AcuityMD - Remote - $130k – $180k/yr
- [Manager, Technical Support Engineering - East](https://hotfix.jobs/jobs/90577fea-c106-4d0c-8e34-76aa82c1c5fa) - Tines - Remote - $130k – $145k/yr
- [Technical Support Engineer](https://hotfix.jobs/jobs/24f6d1bc-aef3-4e13-83df-9b5a7386c9b8) - LangChain - Remote - $130k – $195k/yr
- [Customer Success Engineer, Battle Road [USA Hybrid]](https://hotfix.jobs/jobs/ca069f85-81b9-43c3-b4ce-b6a64c321fa6) - Onebrief - Morrisville, NC - $135k – $180k/yr

**Apply:** https://hotfix.jobs/jobs/42283c3a-60c1-41e0-b9ba-9c865eaf719a
**Canonical:** https://hotfix.jobs/jobs/42283c3a-60c1-41e0-b9ba-9c865eaf719a