# Conversational AI Operations Specialist

**Company:** [Fora](https://hotfix.jobs/companies/fora)
**Location:** New York, NY
**Role:** Other
**Salary:** $60k – $90k/yr
**Experience:** 1+ years
**Skills:** Ai Chatbots, Conversational Design, Prompt Writing, Qa Frameworks, Testing Frameworks, Content Operations, Intercom, Zendesk, Notion, Technical Writing
**Posted:** 2026-03-12

> Maintain and optimize Sidekick, Fora's AI advisor support chatbot. Design QA systems, manage content/knowledge bases, build testing frameworks, and partner cross-functionally to deliver high-quality conversational experiences.

## Job Description

## Key Responsibilities
- Design and operationalize repeatable systems that drive continuous improvement for Sidekick, including QA frameworks, testing infrastructure, content operations processes, and structured feedback loops.
- Own content and knowledge management across Sidekick surfaces, including the Help Center, macros, prompts, and proactive messaging.
- Conduct regular QA reviews, establish rubrics and escalation protocols, and ensure consistent quality standards across conversational outputs.
- Build and maintain use case testing frameworks to validate new features, guidance prompts, and workflows before launch.
- Execute content updates and audits, proactively identifying stale or inaccurate information.
- Translate complex internal operations, supplier policies, and platform updates into clear, concise, and well documented internal processes and advisor facing content.
- Partner with Support to gather feedback and identify patterns in advisor questions and resolution gaps.
- Collaborate with teams including Tour Operations, Booking Platform, and Advisor Integrity to coordinate destination specific guidance, supplier data ingestion, and policy updates.
- Coordinate with Product and Engineering on Sidekick updates tied to new feature rollouts and quality assurance.
- Act as a keeper of truth for advisor-facing knowledge by independently researching, fact checking, and validating information across multiple sources.

## Requirements
- 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field.
- Demonstrated experience building or improving operational systems or processes that drove measurable improvements.
- Proven AI power user who uses AI tools daily in a current or recent role and can speak concretely about workflows built with those tools.
- Exceptional writing skills with the ability to communicate complex or technical concepts clearly and concisely for both internal and advisor facing audiences.
- Strong research instincts with a track record of independently validating information and synthesizing findings into actionable guidance.
- Systems thinker who can design repeatable frameworks and scalable processes rather than one off solutions.
- High attention to detail with the ability to consistently execute, follow through, and close loops.
- Ability to quickly learn new tools and platforms, including customer support and knowledge base systems.
- Strong empathy for users and a genuine commitment to ensuring advisors feel understood and supported.
- Ability to work in the United States and be based in or willing to relocate to New York City.

## Strongly Preferred
- Experience with AI chatbots, conversational design, or prompt writing.
- Experience building QA programs, testing frameworks, or structured audit processes.
- Hands-on experience with platforms such as Intercom, Zendesk, Notion, or other knowledge base and support tools.
- Experience building advanced workflows or automations within support or content systems.
- A writing portfolio that demonstrates clear, structured, and user centric communication.

## Compensation & Benefits
- Indicative range of $60K–$90K + equity
- Unlimited vacation
- Health Insurance (including an option completely covered by Fora)
- Dental & Vision Insurance
- Wellhub Memberships
- 401k plan with company match
- Commuter Benefits
- Supplemental Life Insurance
- Stock Options

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