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Senior Manager, Support Operations (AI & BPO)

Amira Learning · Dallas, TX · 2 wk ago
RemoteRemoteManagementFull-time

The Role

Amira's Support function is small, the BPO partner is mid-onboarding, and our chatbot needs work. We are hiring a Senior Manager, Support Operations to own end-to-end frontline support — Tier 0 (our AI chatbot) and Tier 1 (our BPO team) — and to operate the whole thing as an AI-native function.

We are not hiring a BPO manager who is curious about AI. We are hiring someone for whom AI is the substance of the work — writing prompts, building agent-assist tooling, analyzing tickets at scale, integrating systems with MCP, and continuously improving how our chatbot deflects and resolves. The BPO team is one of the things they operate, alongside and through these AI surfaces. The right person treats every operational question — staffing, QA, escalations, knowledge gaps — as something to investigate with data and improve with code, not something to manage through spreadsheets and meetings.

Tier 0 — The Amira Chatbot

  • Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic
  • Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions
  • Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale
  • Iterate weekly, not quarterly

Tier 1 — The BPO Operation

  • Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability
  • Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews
  • Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate
  • Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples

System Integrations

  • Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data
  • Personalize agent-assist responses with customer context pulled from CRM and product data
  • Design integrations that respect FERPA obligations and the sensitivity of educator and student data

Analytics & Continuous Improvement

  • Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns
  • Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering
  • Build reusable dashboards and reporting that make support performance legible to the rest of the company

FERPA & Compliance

  • Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play
  • Own agent background-check and approval workflows for BPO personnel with access to student PII

How You'll Work

This is a builder's role. Expect to spend significant time:

  • In Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally.
  • With AI coding agents as a working partner, not a curiosity
  • Reading tickets, transcripts, and customer conversations — at scale, with AI assistance, looking for patterns no spreadsheet would catch
  • Building agent-assist tooling and MCP connectors — and shipping them iteratively
  • In Salesforce, Zendesk, the chatbot platform, and our data layer — comfortable enough to investigate, query, and modify directly

What You'll Bring

  • You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how.
  • You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments
  • You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent
  • You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale
  • You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement.
  • You can have a direct conversation with a frustrated customer or district administrator without losing your composure

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