Ops AI & Transformation Manager

LendingClub • Lehi, UT

2d • $85,000 - $110,000 • Hybrid

About The Position

We are building an AI Center of Excellence (COE) under the COO to accelerate how AI drives real, measurable impact across our contact center operations. The AI Analyst will play a critical, execution-focused role designing, deploying, and scaling AI-powered agent assist behaviors and AI agents that directly support frontline operations and member experience. This role partners closely with an existing AI team and business stakeholders to deliver production-ready AI solutions—moving quickly while maintaining quality, reliability, and responsible AI practices.

Requirements

• You have 3–5 years of experience in analytics, automation, data, or applied AI roles, including hands-on experience deploying modern AI or LLM-powered solutions in production
• You have experience supporting AI solutions in contact center, customer operations, or workflow automation environments, including agent assist or conversational AI tools (Cresta experience is a plus)
• You are comfortable configuring, tuning, and iterating on AI behaviors, prompts, and workflows in live environments and understand how those systems impact operational metrics
• You are execution-focused and enjoy building, launching, monitoring, and improving solutions in fast-paced, ambiguous environments
• You collaborate effectively with technical and non-technical partners and can clearly explain AI concepts to stakeholders
• Bachelor’s degree in a related field (e.g., Computer Science, Data Science, Engineering, Information Systems, or equivalent practical experience)
• Experience working directly with foundation model APIs (e.g., OpenAI, Anthropic, Gemini)
• Primarily MT While the position will primarily work local hours, LendingClub is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.
• Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed.

Nice To Haves

• Cresta experience is a plus
• Exposure to AI governance, quality monitoring, or tying AI initiatives to business KPIs

Responsibilities

• Design, configure, and deploy AI-powered agent assist behaviors (real-time guidance, recommendations, and insights) within contact center platforms, primarily Cresta
• Build, test, and iterate on AI agents that automate or augment contact center workflows with a thoughtful, risk-based approach
• Own end-to-end delivery of AI solutions, from requirements and design through launch, monitoring, and ongoing optimization
• Partner with internal teams and vendors to fine-tune models, prompts, and behaviors based on performance and business outcomes
• Collaborate closely with the existing AI team to share ownership of delivery, support, and continuous improvement
• Contribute to and maintain documentation, playbooks, and deployment standards to ensure scalability and continuity
• Troubleshoot issues in production environments and iterate quickly to improve reliability and impact
• Translate operational and business challenges into practical, AI-enabled solutions

Benefits

• We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level