Agent Operations Manager

About The Role

You will own a portfolio of workflows and drive them from manual or partially automated processes toward reliable, scalable automation.

You will lead implementations, improve production performance, resolve complex issues, and decide where Agent Operations should focus next.

• Understand how customer workflows operate
• Translate requirements into agent behavior
• Prioritize competing opportunities
• Make tradeoffs across automation impact, quality, urgency, and operational effort

What you’ll do

• Lead complex implementations: Own workflow discovery, configuration, testing, launch readiness, and post-launch performance across your portfolio.
• Drive automation and performance: Identify where human effort is concentrated, diagnose failure modes, and improve automation efficiency, quality, SLA performance, and time to resolution.
• Make technical and operational tradeoffs: Decide what Agent Operations can solve directly, what requires process changes, and when Engineering support is needed.
• Prioritize the highest-leverage work: Balance customer impact, urgency, operational effort, and long-term scalability across competing workflows and issues.
• Build leverage for the team: Turn successful approaches into reusable configurations, testing methods, monitoring, and playbooks, while helping more junior teammates solve difficult problems.

About you

• Have independently owned complex operational or technical work from ambiguous problem through launch and ongoing performance
• Consistently identify the highest-leverage problems and make strong tradeoffs autonomously
• Combine analytical and systems thinking with a builder mindset and an instinct to improve how things work
• Have hands-on experience using data and technical tools to investigate and solve problems, such as SQL, APIs, integrations, logs, or agent configuration
• Drive work across technical and non-technical teams internally and with customers, communicate clearly, and make decisions with incomplete information