Digital AI Performance Manager, Global Contact Center

Deloitte•Tampa, FL

2d•Hybrid

About The Position

The Digital AI Performance Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agents supporting the Global Contact Center. This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations. This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes. Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.

Requirements

Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
Strong understanding of quality monitoring, performance reporting, governance, and risk management practices.
Ability to analyze operational data, identify trends, and translate insights into clear recommendations and action plans.
Experience partnering across operations, technology, knowledge management, risk, privacy, and stakeholder teams.
Strong written and verbal communication skills, with the ability to present performance insights to leadership audiences.

Nice To Haves

5-8+ years of relevant experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
Experience managing chatbots, virtual agents, conversational AI, IVR platforms, or self-service technologies.
Experience with Genesys Cloud, ServiceNow, conversational AI platforms, speech analytics platforms, or QA automation tools.
Familiarity with COPC standards, AI governance practices, knowledge auditing, and digital channel quality frameworks.
Experience designing executive-level reporting, operational scorecards, or governance materials.

Responsibilities

Monitor digital agent performance against established service, quality, automation, and customer experience targets.
Design and maintain performance reporting for operational, executive, and governance audiences.
Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
Identify emerging risks and performance issues before they impact service quality or customer experience.
Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.
Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.
Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.
Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.
Lead calibration activities to ensure consistent evaluation standards across operations and support teams.
Validate quality performance following prompt, workflow, knowledge, or platform changes.
Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.
Establish and execute AI incident response, escalation, and remediation procedures.
Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.
Coordinate urgent remediation activities and recommend disabling workflows when quality, compliance, or customer risk thresholds are exceeded.
Partner with risk, privacy, security, legal, and technology teams to ensure appropriate controls and governance are in place.
Conduct scheduled audits of prompts, content libraries, retrieval sources, knowledge articles, and conversation flows.
Validate knowledge freshness, accuracy, and effectiveness across supported digital agent use cases.
Monitor the impact of knowledge, prompt, and workflow changes on performance and customer experience.
Partner with knowledge management teams to prioritize content improvements and reduce repeat defects.
Identify opportunities to improve automation performance, self-service containment, and customer outcomes.
Recommend tuning, training, workflow, and content improvement.