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AI Operations Manager at Ncontracts | AINative.careers

descriptionsource excerpt

AI Operations Manager

Location

Remote

Employment Type

Full time

Department

Client ServicesCustomer Experience

Compensation

$80K – $100K

Position Overview

Drive the strategic implementation and optimization of AI-powered customer support solutions, combining conversation design expertise with knowledge management to deliver exceptional automated customer experiences. This role bridges technical AI implementation with business outcomes, ensuring our AI solutions achieve maximum impact on customer satisfaction and operational efficiency.

Key Responsibilities

AI Strategy & Implementation

Drive significant improvements in AI involvement rates, resolution rates, and customer satisfaction metrics
Develop and implement comprehensive AI and knowledge management strategies aligned with company goals
Lead end-to-end AI automation implementation from ideation through deployment
Partner with cross-functional teams to create roadmaps for AI agent optimization

Conversation Design & Optimization

Design personalized, conversational AI flows that enhance customer experience
Leverage AI platforms (particularly Forethought Widget Agent) to create compelling conversational journeys
Rapidly prototype and test AI solutions using data-driven insights
Use historical data and customer feedback to continuously improve automation flows

Knowledge Management & Content Strategy

Oversee creation and maintenance of AI-optimized content across all channels
Ensure content accuracy, relevance, and optimization for AI consumption
Develop content standards, style guides, and quality assurance processes
Design knowledge base articles that encourage self-service and reduce support volume

Analytics & Performance Management

Analyze AI performance metrics to drive continuous improvement
Generate comprehensive reports on resolution rates, involvement rates, and CSAT
Use data-driven insights to identify opportunities and implement improvement
Track and optimize content performance through analytics tools

Required Skills & Experience

Core Requirements

3+ years experience in customer support operations or AI implementation
2+ years hands-on experience with AI platforms (Intercom, Forethought, Salesforce or similar)
Proven track record of driving measurable improvements through AI and automation
Strong understanding of conversational AI technology and best practices
Experience with content management systems and digital asset management
Minimum of 3 years of experience in data analytics, preferably in the software or financial services industry.

Technical Competencies

Proficiency with AI and automation platforms
Knowledge base optimization for AI consumption
Project management tools (Monday.com)

Preferred Qualifications

Knowledge of machine learning and natural language processing
Certification in AI, project management, or related fields