Senior AI Support Operations Manager

About the role

Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. We are currently seeking an AI Support Operations Manager to join our dynamic team. The ideal candidate will bring a blend of technical expertise, innovative thinking, and a passion for improving customer experiences.

Responsibilities

• Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
• Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
• Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
• Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
• Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
• Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
• Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency

Requirements

• 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles
• Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms
• Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity
• Experience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutions
• Experience managing external vendors or AI platform partners and influencing product direction

Qualifications

• Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
• A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences

Skills

• Personal motivation by improving customer experiences through innovation and thoughtful application of AI
• Autonomous, urgent, and creative problem-solving abilities
• Highly analytical and detail-oriented, with a strong instinct for identifying optimization opportunities in workflows and systems
• Passion for emerging technologies, especially AI, and their potential to transform customer support
• Cross-functional collaboration with Product, Engineering, CX, and external partners

Benefits

• Flexible, hybrid work environment at our convenient Soho location
• Unlimited Vacation
• 100% paid employee health benefit options (including medical, dental, and vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness program with Wellhub
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch everyday along with beverages and snacks
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified

Pay

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

Schedule

Flexible remote work schedule