AI Support Operations Manager

📋 Description

• Own AI-powered support workflows across platforms (e.g., Forethought AI).
• Identify and automate workflows to reduce friction for customers and agents.
• Build relationships with CX, Product, Eng, Analytics, and AI vendors.
• Monitor CSAT, containment, deflection, and productivity; act on gaps.
• Set quality standards for AI interactions to meet CX expectations.
• Translate AI capabilities into pilots and scalable rollouts.
• Leverage generative AI to improve response quality and efficiency.

🎯 Requirements

• 5–7 years of experience, incl. 3–5 in support ops or CX tooling.
• Experience implementing AI-powered support tools (Forethought) and CRM.
• Translate support processes into scalable workflows and automations.
• Own CSAT, containment, deflection, and productivity metrics.
• Partner with Product, Eng, CX, Analytics to deliver ops solutions.
• Experience managing AI platform partners and influencing product direction.
• Strong communication and stakeholder mgmt across tech and non-tech teams.
• Ownership mindset; bias to action; apply AI to improve CX and agent experiences.

🎁 Benefits

• Flexible, hybrid work environment at Soho NYC
• Unlimited Vacation
• 100% paid employee health benefits (medical, dental, vision)
• Commuter Benefits
• 401(k) with employer match
• Corporate wellness program with Wellhub
• Sabbatical leave (5+ years)
• Parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch daily with beverages and snacks
• Employee Resource Groups and ZocClubs
• Great Place to Work Certified