AI Operations Manager, Emma

Clutch

29d•Remote

About The Position

Clutch builds AI agents that work on behalf of credit unions, starting with Emma, an AI collections agent. Emma has demonstrated significant capacity, handling a large volume of conversations. The AI Operations Manager will be responsible for the entire post-sale journey of these AI agents, from initial credit union sign-up to scaled performance and ongoing quarterly reviews. This includes designing agent behavior (conversation design, escalation rules, negotiation boundaries, tone), conducting live testing, managing go-live, and overseeing performance through monitoring, drift detection, and outcome reporting. The role requires acting as an expert advisor to credit unions, many of whom have no prior experience with AI agents, providing strong, evidence-based recommendations. A key aspect of this new function is building the necessary infrastructure, including playbooks, default settings, and monitoring systems, with the potential to build and lead a team as the function grows.

Requirements

5+ years in management consulting, business operations, or a comparable structured problem-solving role in a fast-paced environment, preferably in SaaS and/or Fintech.
A recommendation posture: ability to lead with a point of view and defend it, while being open to updating based on evidence.
End-to-end execution ownership: ability to run complex, multi-stakeholder projects to completion without a project manager.
Genuine AI fluency and curiosity: hands-on comfort working with LLM-based products and understanding how configuration shapes behavior.
A builder's instinct: ability to turn tribal knowledge into playbooks, defaults, and tooling.
Executive presence: ability to represent Clutch's AI agents to credit union leadership.
Flexibility and adaptability to evolving business needs.

Nice To Haves

Collections experience
Credit union or banking background
Software engineering skills

Responsibilities

Own the full post-sale journey for AI agents, from credit union sign-up to scaled performance.
Design each agent's behavior, including conversation design, escalation rules, negotiation boundaries, and tone, in collaboration with the credit union.
Run live testing and drive the go-live process for AI agents.
Monitor ongoing performance, detect quality drift, and prove outcomes in executive business reviews.
Act as the expert advisor to credit unions on AI agent deployment and best practices.
Build the operational infrastructure for the AI agent function, including playbooks, defaults, and monitoring systems.
Extend the operating model to new agents in the portfolio.
Define the hiring plan and role design for scaling the function and build the team.
Serve as the field-intelligence engine, influencing product roadmap, sales positioning, and pricing based on customer feedback.
Become an expert in credit union operations, collections departments, compliance rules, and member experiences.
Learn Emma end-to-end, including system prompt architecture, configuration surface, and implementation process.
Shadow active implementations and live customer deployments.
Map the current post-sale journey and identify areas for improvement.
Codify Clutch's implementation defaults to create a best-practice starting point for engagements.
Stand up operating infrastructure for the function, including health monitoring, standardized reporting, and repeatable playbooks.
Run the full post-sale book for Emma, balancing setup and optimization modes.
Operate as the field-intelligence engine for the agent business.