Operations Specialist, AI Enablement

Operations Specialist, AI Enablement

UK London

Customer Experience & Trust – Member Support /

Employee - Regular/Permanent /

Hybrid

Introduction to the role & team

At Bumble, our mission is to create a world where relationships are healthy and equitable, built on kindness, respect, and genuine connection. The CX & Trust team brings that mission to life by ensuring every experience on our platform is safe, supportive, and trustworthy. As an Operations Specialist — AI Enablement, you’ll play a vital role in shaping the quality of our AI-powered customer interactions. Your work will help ensure that our AI support agents uphold Bumble’s standards of empathy, inclusion, and accuracy while providing swift, high-quality support to our community. You’ll join a passionate global team that blends product insight with a deep commitment to people-first design. Together, you’ll help us reimagine how technology and AI in particular can enhance trust and care across every user touchpoint.

What you’ll do

• Conduct regular QA reviews of AI agent conversations to assess alignment with Bumble’s processes, quality standards, tone and community policies.
• Report quality issues through established reporting workflows, ensuring accurate categorization, clear documentation, and actionable feedback.
• Collaborate closely with the Quality Manager to maintain consistency in scoring and review approach.
• Partner with the Quality Manager to resolve recurring quality issues and strengthen AI agent reliability and user experience.
• Identify and share learnings that lead to measurable improvements in AI agent accuracy, customer satisfaction, and process efficiency.
• Support ongoing calibration sessions by identifying trends, recurring challenges, and opportunities for process enhancement.
• Operate CX QA tools and systems (such as Zendesk QA and internal Bumble QA assessment tooling) to monitor quality data and track performance improvements.
• Embrace and apply AI tools confidently in daily work, learning to interpret AI behavior, understand model limitations, and engage with AI insights with curiosity and accountability.
• Work collaboratively, take ownership of your deliverables, and adapt your approach with an agile mindset — living Bumble’s values of Courage and Curiosity every day.

About You

• You have some experience in customer service within a fast-paced, service-oriented environment, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
• Familiarity with conversational AI systems and chatbots.
• You have a sharp eye for detail and can objectively evaluate conversations against process and policy standards.
• Knowledge of CX operations, quality assurance, moderation frameworks, or policy compliance workflows is beneficial.
• You’re comfortable working with digital tools and platforms and can quickly adapt to new software systems.
• You understand the importance of calibration and consistency in QA scoring and will take pride in surfacing concise and meaningful insights to improve the customer experience.
• You work collaboratively, demonstrate ownership of your impact, and embrace feedback as part of growth modeling Bumble’s values of Respect and Curiosity.

About Us

Bumble Inc. is the parent company of Bumble Date, BFF, and Badoo. The Bumble platform enables people to build healthy and equitable relationships, through Kind Connections. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date) and friendship (BFF). BFF is a friendship app where people in all stages of life can meet people nearby and create meaningful platonic connections and community based on shared interests. Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products.

AI Fluency

AI is important to us. We’re excited by people who are curious and experimental, and who think thoughtfully about how AI can amplify their impact and outcomes.

We encourage you to use AI responsibly as you prepare your application. Please don’t use it to fabricate experiences or answer questions live in interviews. We care deeply about authenticity and want to understand your real skills, judgment and voice, because building a meaningful, genuine connection with you matters to us.

Final Compensation

Will be determined based on factors such as the selected candidate’s qualifications, relevant experience, skill set, and other job-related considerations.

Benefits & Perks

• Annual personal learning & development budget
• Private Medical Insurance (PMI)
• Private Dental Insurance
• Babylon Health app
• Mental health support
• Enhanced parental leave, including a highly competitive maternity package
• Unlimited PTO
• Subsidised gym membership
• 'Double matched' pension contributions up to 6%
• Premium App Access

Inclusion at Bumble Inc.

Bumble Inc. is an equal opportunity employer and we strongly encourage people of all ages, colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, people with disabilities, and neurodivergent people to apply. We're happy to make any reasonable adjustments that will help you feel more confident throughout the process, please don't hesitate to let us know how we can help.

In your application, please feel free to note which pronouns you use (For example: she/her, he/him, they/them, etc).