Associate Director, AI Performance & Operations

Responsibilities

• Embed with frontline teams to understand quality in member engagement
• Own and enhance performance of high-volume AI agents in voice and chat
• Build AI-powered quality monitoring systems that assess member interactions
• Develop coaching workflows to provide real-time actionable feedback
• Visualize interaction data to provide insights to all levels of staff
• Scale successful systems to new teams and interaction channels
• Partner with frontline leaders, ensuring tool adoption and feedback integration

Qualifications

• 7+ years in high-ownership operator roles, such as startup strategy or biz ops
• Experience in leading and mentoring people or teams
• Familiarity with modern AI tools and platforms
• Strong systems thinking ability to design scalable frameworks
• Instinct for quality in human interactions, converting experiences into criteria for AI
• Coaching and enabling mindset, working to change behavior through AI insights
• Exceptional communication skills tailored to diverse audiences

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for roles below Director
• Commission eligibility for Sales roles
• Parental leave program
• 401K program