Operations Manager Jobs

About The Position

Requirements

• 3–5+ years of experience in support operations, CX operations, knowledge management, or conversational AI operations.
• Hands-on ownership of a production AI agent; Intercom Fin is strongly preferred, and experience with Ada, Forethought, Decagon, or similar tools is relevant.
• End-to-end ownership of customer-facing help content, including taxonomy, content verification workflows, structured authoring, and writing for AI retrieval.
• Ability to hypothesize, test small, measure results, and scale successful experiments.
• Comfort using AI-assisted workflows as a daily practice.
• Strong analytical habits, including tracing incorrect AI answers through retrieval, content, and product behavior to identify root cause and documenting the analysis.
• Direct, early, and appropriate communication of concerns; willingness to disagree openly, commit fully, and respect peers’ ownership areas.
• Ability to build documented and repeatable systems and train a second person rather than creating dependencies.
• Judgment about role scope, including checking in before significant adjacent work and surfacing risks to the manager as concise recommendations.

Nice To Haves

• Production AI-agent experience with Intercom Fin is strongly preferred.
• Experience with Ada, Forethought, Decagon, or a similar conversational AI platform is relevant.

Responsibilities

• Own the customer-facing AI agent’s resolution quality, quality-gated deflection, topic configuration, prompt and behavior tuning, and escalation-to-human design.
• Own the accuracy and AI readiness of Help Center content, including its taxonomy, article templates, AI-retrieval writing standards, Guru collections, drafting pipeline, and verify-and-publish workflow with Tier 1.
• Structure, verify, and publish AI-drafted articles, ensuring all content meets the role’s quality bar before it enters the knowledge layer.
• Triage AI-failure reports from the shared intake queue, trace failures to retrieval, content, or product-truth root causes, route product-truth gaps to their owners, and report gap-closure velocity.
• Represent support in release planning and prepare Help Center articles, Fin topics, and frontline teams before product go-live.
• Maintain runbooks, configuration documentation, measurement baselines, and trained backup coverage for each critical system.
• Provide operational ground truth to leadership’s organization-wide AI strategy and internal AI consolidation decisions.
• Coordinate with R&D, support tier leads, and other partners while staying within defined ownership boundaries and raising new cross-team initiatives with the manager for prioritization.
• Check in before investing significant time in adjacent work, surface risks to the manager as crisp recommendations, and measure impact by outcomes shipped together with the team.

Benefits

• Medical, dental, and vision coverage with a 15Five cost subsidy.
• Employer-paid short-term disability, long-term disability, and term life insurance.
• Family-planning support with enhanced medical plans and consultation programs.
• Inclusive Benefits Stipend.
• Access to mental health and wellness resources.
• Flexible Time Off Program.
• Generous paid leave for new parents.
• Military leave.
• Paid Company Holidays.
• Sabbatical Program.
• 401(k) with 4% matching after 6 months.
• Remote work.
• Participation in an annual discretionary company bonus program.
• Equity awards.