AI Manager, Member Experience

Function Health • Canada, KS

14h

About The Position

We're building an AI-powered member support experience that gets better every
week, and this is the role that makes that happen.

The AI Manager owns the day-to-day operations and continuous improvement of our
AI Agents, including Fin, our Intercom-based support AI. You'll be accountable
for how well our AI Agents handle member conversations, how smoothly they hand
off to humans, and whether the changes we make week over week are actually
working. Quality outcomes, the systems behind them, and the team that runs it
all report to you.

You've already done this. You've built and operated AI Agents in a
customer-facing environment, seen them fail in production, and made them better.
You understand how the data layer shapes what AI can and can't do, and you know
how to work across teams to fix it.

Requirements

• 5+ years in operations, program management, or an AI/CX-adjacent role, with direct people management experience.
• Hands-on experience building and operating AI Agents or conversational AI systems in a customer-facing context, including support AI tools like Fin or similar.
• Deep familiarity with how these systems break and how to fix them: escalation failures, knowledge gaps, tone issues, and hallucination patterns. You've debugged these firsthand.
• Platform fluency in tools like Intercom, Zendesk, or Salesforce at a configuration level, not just as a user.
• Experience managing data integrations that power AI systems and working with engineers to close coverage gaps.
• Experience managing content operations or knowledge systems in partnership with SMEs across an organization.
• Strong metrics orientation and clear communication in both directions — senior stakeholders trust you to represent the work, and your team trusts you to translate direction into action

Nice To Haves

• Familiarity with Langfuse or AI evaluation frameworks
• Background in healthcare, care navigation, or any context where accuracy has real consequences
• Experience building a QA function from early-stage to operational maturity

Responsibilities

• Manage the AI member journey end-to-end. That means Fin, our other AI Agents, the handoffs to humans, how context is preserved when those happen, and whether members are getting what they need.
• Run the operating cadence. Weekly prioritization, quality reviews, and incident reviews so the team knows what they're working on and nothing falls through.
• Own the metrics. Containment quality, escalation accuracy, safety, and member impact. You track them, report on them, and make decisions from them.
• Own conversation design and intent architecture: In partnership with the Team Lead, this means intent taxonomy, routing logic, coverage mapping, and QA framework design. As the team structure evolves, the AI Manager becomes the primary owner of journey architecture and conversation design standards across all AI Support Agent surfaces.
• Own and evolve the AI tooling infrastructure. Keep Intercom configurations up to date, stay ahead of what the platform offers, and partner with support and ops leaders to build the systems we use for conversation data analysis, QA monitoring, and scaled oversight of our AI Agents. Where the right tooling doesn't exist yet, you'll define what we need and drive toward building it.
• Keep AI content accurate and current. The quality of our AI Agents depends on what they know, and that knowledge has to stay in sync with how our product, policies, and processes evolve. You'll own the systems and relationships that make that happen, working closely with SMEs across support, operations, and the broader org.
• Manage and develop your team. Direct management of AI QA Specialists, keeping them focused, supported, and growing.
• Partner cross-functionally and keep operations safe. Product, Engineering, Clinical, B2B, and Member Support. Requirements stay clear, dependencies stay unblocked, AI Agents operate within appropriate safety and clinical boundaries, and incidents get escalated and resolved fast

Benefits

• We value our team at Function and offer a competitive salary and benefits package, flexible working hours, and a dynamic work environment where creativity and innovation are encouraged.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees