AI Operations Manager, Emma
Own the full post-sale journey for Clutch's AI collections agent Emma and future agents, from implementation and conversation design with credit unions to ongoing performance monitoring, optimization, and executive reviews. Build the function's playbooks, infrastructure, and eventually the team while feeding field insights back into product, sales, and pricing.
About the job
What You’ll Do
Within 1 month, you will:
- Become an expert in credit union operations, collections departments, compliance rules, and member experiences.
- Learn Emma end-to-end: system prompt architecture, configuration surface (verification protocols, escalation triggers, constraint language, payment negotiation boundaries, tone), and implementation process.
- Shadow active implementations and live deployments, including dry-run testing.
- Map the current post-sale journey and identify gaps, missing defaults, and process breaks.
Within 3 months, you will:
- Own Emma implementations end-to-end as the single point of contact: conversation design, business rule definition, live testing, and go-live sign-off.
- Own post-go-live performance for live accounts: monitoring results, catching quality drift, and running executive business reviews.
- Codify implementation defaults as best-practice starting points.
- Stand up operating infrastructure: health monitoring, standardized reporting, and repeatable playbooks.
Within 6 months, you will:
- Run the full post-sale book for Emma independently, balancing new setups and optimization.
- Extend the operating model to the next agents in the portfolio.
- Define hiring plan, role design, and begin building the team.
- Operate as the field-intelligence engine shaping product roadmap, sales positioning, and pricing.
What You’ll Bring
- 5+ years in management consulting, business operations, or comparable structured problem-solving role in fast-paced environment, preferably SaaS and/or Fintech.
- Recommendation posture: comfortable leading with a point of view to C-level executives, defending it, and updating based on evidence.
- End-to-end execution ownership: run complex, multi-stakeholder projects without a project manager.
- Genuine AI fluency and curiosity: hands-on comfort with LLM-based products; understand how configuration shapes agent behavior (no engineering required).
- Builder's instinct: turn tribal knowledge into playbooks, defaults, and tooling.
- Executive presence: represent Clutch's AI agents to credit union leadership.
Nice-to-haves (not required): collections experience, credit union/banking background, or software engineering skills.
What’s In It For You
- Remote Flexibility.
- Unforgettable Off-Sites (twice yearly).
- Flexible PTO.
- Stock Options.
- Home Office Setup budget.
- Work Trip Budget.
- Comprehensive health and dental insurance.
Skills
LLMs, AI Agents, Conversation Design, Business Operations, Project Management, Executive Communication, Playbook Development, Performance Monitoring, Fintech, SaaS
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