AI Support Operations Manager
About The Position
As an AI Support Operations Manager, you’ll play a meaningful role in evolving how we deliver customer support by using AI to create more efficient, high-quality experiences. This is a first-of-its-kind role at Zocdoc, created at a pivotal moment in our growth as we invest in smarter support operations. You’ll own how AI is designed and scaled across chat, voice, and email, helping automate repetitive work so our teams can focus on complex, human-centered interactions. Your work will directly impact customer satisfaction, team productivity, and our ability to grow efficiently. You’ll partner across teams to turn emerging AI capabilities into real, measurable outcomes. Beyond optimizing workflows, you’ll help build a more thoughtful and scalable support experience. If you’re excited to drive innovation while elevating the human side of support, this is a unique opportunity to make a lasting impact.
Requirements
- 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles
- Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms
- Experience translating support processes and SOPs into scalable, system-driven workflows and automations
- Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity
- Experience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutions
- Experience managing external vendors or AI platform partners and influencing product direction
- Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
- A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences
Responsibilities
- Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
- Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
- Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
- Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
- Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
- Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
- Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency
Benefits
- Flexible, hybrid work environment at our convenient Soho location
- Unlimited Vacation
- 100% paid employee health benefit options (including medical, dental, and vision)
- Commuter Benefits
- 401(k) with employer funded match
- Corporate wellness program with Wellhub
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Catered lunch everyday along with beverages and snacks
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
501-1,000 employees
