AI Operations Specialist

Key Responsibilities

• Execute updates to the AI scheduling tool, including workflows, routing rules, service options, and business logic
• Maintain accurate system configuration based on direction from the AI Operations Lead
• Implement changes related to pricing, availability, geography, promotions, and service offerings
• Perform regular system audits to ensure configurations are functioning as intended
• Monitor key performance metrics, including Booking Rate and Containment Rate
• Support analysis by gathering data and identifying trends in scheduling outcomes
• Affiliate with testing improvements (e.g., script changes, logic adjustments) and tracking results
• Identify and resolve day-to-day issues within the AI scheduling system
• Investigate scheduling errors, failed bookings, or customer experience gaps
• Escalate complex or systemic issues to the AI Operations Lead as needed
• Ensure timely resolution of defects impacting booking or containment performance
• Support ongoing optimization efforts by implementing changes directed by leadership
• Participate in testing (A/B tests, workflow updates, etc.) and document outcomes
• Identify recurring issues or inefficiencies and share observations with the AI Operations Lead
• Affiliate in refining processes to improve system accuracy and performance
• Work with Customer Service and Operations teams to address scheduling-related issues
• Communicate system changes and updates as needed to stakeholders
• Gather frontline feedback to help inform improvements to the AI scheduling tool
• Maintain clear and accurate records of system configurations and updates
• Document workflows, changes, and known issues for internal reference
• Ensure consistency and organization of system-related documentation

Qualifications

• Strong attention to detail and ability to execute tasks with accuracy
• An analytical mindset with the ability to identify trends and issues
• Comfort working with technology, systems, or automated tools
• Strong organizational and problem-solving skills

Preferred Experience

• Experience with AI tools, chatbots, or scheduling platforms
• Background in home services, field service operations, or call center environments
• Familiarity with CRM or scheduling systems