Operations Senior Manager, AI

About Our Client

The organization is an innovative, fast-growing U.S.-based financial technology (FinTech) company established in 2018, specifically focused on solving the systematic lack of accessible credit options for nearly half of the adult population who possess limited, thin, or non-existent credit histories. By partnering strategically with premier sponsor banks, the company delivers modern consumer credit cards built on incredibly clear, transparent terms and a vastly superior digital customer experience, proudly serving over four million consumers nationwide. Backed by substantial, high-profile equity funding rounds from prominent venture capital investors, the company maintains a mission-driven workplace culture deeply centered on respect, human dignity, and structural inclusivity.

About the Opportunity

The Operations Senior Manager, AI will step into a high-impact leadership role responsible for architecting, developing, and executing the overarching operations AI and automation strategy across the enterprise. This dynamic position will lead the continuous identification, prioritization, and scalable deployment of cutting-edge artificial intelligence solutions designed to radically enhance omni-channel contact center operations and modern customer interactions. Operating as a critical strategic engine, this role requires deep, high-visibility collaboration across multiple matrixed teams to directly optimize cost efficiency, service quality, and the end-to-end customer experience, while establishing robust operational governance to sustain long-term continuous improvement.

Responsibilities

• Formulate, champion, and deliver a comprehensive AI operations and digital transformation strategy from initial concept through to full-scale execution
• Systematically audit, isolate, and identify operational bottlenecks and contact center friction points perfectly suited for AI solutions, accurately assessing their baseline financial and qualitative impact
• Lead rigorous evaluation processes for external AI vendors, conducting deep technical vetting and building airtight business cases to support capital allocation for new initiatives
• Partner deeply with core Product, Data Engineering, external technology vendors, and localized Operations teams to smoothly implement complex AI and machine learning projects
• Establish robust operational governance frameworks, continuous feedback loops, and monitoring protocols to maintain, audit, and improve deployed AI use cases
• Build exceptional cross-functional trust, cross-departmental alignment, and absolute accountability to rapidly advance the company's AI modernization agenda

Requirements

• Minimum of five (5) years of progressive, professional program or project management experience leading complex initiatives
• Minimum of five (5) years of hands-on operations leadership experience, specifically within high-volume contact centers or enterprise customer operations environments
• Proven, demonstrable ability to formulate high-level business strategies and lead diverse, cross-functional teams through highly ambiguous, rapidly evolving environments
• Exceptional data-driven problem-solving skills, advanced analytical fluency, and a highly proactive bias for action
• Demonstrated track record of successfully owning and scaling strategic corporate agendas without relying on predefined playbooks or pre-existing templates

Preferred Qualifications

• Prior hands-on experience selecting, integrating, or managing generative AI tools, LLMs, Conversational AI, or intelligent automation systems within a customer operations ecosystem
• Strong professional background operating within fast-scaling financial services, digital banking, or high-growth consumer technology product sectors
• Deep familiarity with agile software development frameworks and modern data analytics tools

Pay Range and Compensation Package

The target baseline annual starting salary framework is $136,000.00 to $162,000.00 USD. Actual baseline placement within this competitive tier is calibrated dynamically based upon the candidate's core operational leadership experience, education, professional certifications, system design skills, and specialized competencies. The total rewards portfolio features a competitive baseline salary structure fully eligible for lucrative annual corporate performance incentives and long-term equity/stock options programs.

Benefits & Perks

• Elite, comprehensive health, dental, and vision insurance options designed to support the holistic well-being of you and your family
• Generous structure for paid time off (PTO) to promote a healthy, sustainable work-life balance
• Secure retirement savings infrastructure featuring a highly competitive employer-matched 401(k) program
• Dedicated monthly wellness stipend to support physical fitness, mental health, or personalized wellness goals
• Comprehensive disability coverage and corporate-sponsored life insurance policies for long-term peace of mind
• Inclusive, structured paid parental leave programs supporting growing families
• Pre-tax Flexible Spending Accounts (FSAs) optimized for streamlined healthcare and childcare expenses
• Highly flexible, mature remote-first work environment equipped with home office allowances and collaborative digital tooling

Equal Opportunity Statement

The company is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.