AI Operations Specialist

Hoffmann Brothers is a family-owned, founder-led home services company. Our HVAC, plumbing, and electrical teams take care of homeowners every day, and we invest in the people and technology that make that experience better. Netic, our AI platform, handles a growing share of how customers reach us through voice intake, web booking, and text. We are looking for an AI Operations Specialist to own the day-to-day rollout of Netic and make sure it works the way our customers and team need it to. Position Overview This role has two parts. First, you will project manage our Netic deployment: planning rollouts, coordinating the teams involved, managing the relationship with Netic, and keeping the work on schedule. Second, you will own quality assurance for the platform, testing every release and change across voice, web, and text before it reaches our team or our customers. Netic connects customer conversations to our booking and dispatch systems, including ServiceTitan. When it works, customers get booked fast and accurately. When it doesn't, it shows up in missed calls, bad bookings, and frustrated CSRs and dispatchers. You will be the person who catches problems early, drives them to resolution, and keeps the deployment moving forward. AI Deployment Project Management Own the Netic deployment plan, including scope, milestones, timelines, dependencies, and ownersCoordinate the rollout of new Netic features, workflows, and channel expansions with CX, Dispatch, Operations, IT, and other impacted teamsServe as the day-to-day point of contact with the Netic team, managing the vendor issue queue, escalations, and release scheduleLead recurring deployment check-ins and document decisions, action items, and ownersIdentify deployment risks and blockers early and escalate them with a recommended solutionPrepare impacted teams for each change through release notes, training materials, and go-live communication for CSRs, dispatchers, and leadersTrack and report deployment performance, such as booking rate, booking accuracy, handoff rate to live agents, defect volume, and time to resolution Netic Quality Assurance Conduct thorough testing of Voice Intake, Web Booking, and Text functionalityExecute end-to-end testing for all Netic releases and system updates, and approve releases before deploymentValidate that Netic bookings flow accurately into ServiceTitan, including job type, business unit, customer, and location recordsIdentify, document, and verify defects, usability concerns, and system inconsistenciesValidate that all issues are resolved prior to notifying the internal team of releasesReview live interactions (call recordings, transcripts, and text threads) to catch errors, misroutes, and customer frictionAudit Netic customer-facing content, including scripts, prompts, automated messages, and confirmations, for accuracy and tone Tracking & Reporting Maintain the Monday.com board for QA tickets, bugs, feature requests, and deployment tasksProvide a weekly report covering deployment status, outstanding issues, priorities, and resolutions Process & Documentation Build and maintain test cases, a regression testing checklist, SOPs, and a deployment playbook for future releasesContinuously improve testing and deployment processes to increase speed, efficiency, and reliabilityCollaborate across teams to ensure clear communication and timely resolution of issues Requirements 2+ years of experience in QA, software testing, software implementation, or project coordinationExperience managing a software rollout or implementation with multiple stakeholders and an outside vendorFamiliarity with AI systems, conversational or voice-based tools, or booking platforms preferredExperience with ServiceTitan or another field service management platform is a plusStrong working knowledge of Monday.com or similar project management and ticketing systemsAbility to translate technical issues into clear updates for frontline teams and leadershipExceptional attention to detail and organizational skillsAbility to work independently, manage competing priorities, and follow through without being chasedHome services, call center, or customer experience background is a plus Benefits At Hoffmann Brothers, we know our people are the driving force behind our success. That's why we offer industry-leading benefits, including: Health, dental, & vision insurance premiums for the employee and any eligible family membersCompetitive 401K Retirement program (HB contributes up to 10%!!)15 Paid Time Off Days9 paid holidaysReferral ProgramEmployee Discounts plus Friends & Family DiscountsWe believe in promoting from within and there are many areas to advance in our company