Senior AI Support Operations Manager

Our client operates in the healthcare marketplace sector, addressing significant inefficiencies patients face when seeking care, such as outdated insurance directories, long wait times, and surprise bills. It provides a platform that simplifies finding and booking in-person or virtual healthcare across all 50 states, covering over 200 specialties and more than 12,000 insurance plans. By empowering patients with choice and transparency, the company aims to drive improvements in quality and cost within healthcare.

About the Opportunity

The Senior AI Support Operations Manager role is focused on advancing customer support through the strategic use of AI technologies. This position is responsible for designing, scaling, and optimizing AI-driven support workflows to enhance customer satisfaction and team productivity. The role is pivotal in automating routine tasks to allow support teams to concentrate on complex interactions, thereby improving overall service quality and operational efficiency.

Responsibilities

• Own design, configuration, testing, and optimization of AI-powered support workflows across chat, voice, and email platforms
• Identify and implement automation opportunities to reduce friction for customers and agents
• Collaborate with cross-functional teams including Product, Engineering, CX, Analytics, and external AI vendors
• Monitor key performance metrics such as containment, deflection, customer satisfaction, and productivity, and act on insights
• Establish quality standards and review processes for AI interactions
• Develop pilots, experiments, and scalable rollouts for emerging AI capabilities
• Utilize generative AI tools to continually improve response quality and operational processes

Requirements

• 5–7 years of experience, with 3–5 years in customer support operations or related fields
• Hands-on experience with AI-powered support tools and CRM platforms
• Proven ability to translate support processes into scalable, automated workflows
• Experience managing performance metrics like CSAT, containment, and productivity
• Strong cross-functional collaboration skills
• Experience managing external vendors and influencing AI platform direction
• Excellent communication and stakeholder management skills
• Proactive ownership and passion for leveraging AI and automation to improve experiences

Pay

Remote Base Salary Range: $112,500—$140,000

Benefits & Perks

• Flexible, hybrid work environment
• Unlimited vacation
• 100% paid employee health benefits including medical, dental, and vision
• Commuter benefits
• 401(k) with employer match
• Corporate wellness program
• Sabbatical leave for employees with 5+ years of service
• Paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Daily catered lunch with beverages and snacks
• Employee Resource Groups and community clubs
• Great Place to Work Certification