Senior AI Support Operations Manager

Your day to day is…

• 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

You’ll be successful in this role if you have…

• 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

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
• Great Place to Work Certified