Senior Operations Leader

Overview

Domu.ai is an AI-first company focused on building the agentic infrastructure for the future of financial institutions. They handle millions of live interactions daily for Fortune 500 banks and insurers using AI agents.

Responsibilities

• Own the operational model that makes Domu run 10 times better than the best BPOs in the world, with technology doing the work instead of people.
• Help close the gap between current operations and desired state: process discipline, SLA alignment, dialing hygiene, QA cycles, and real-time visibility across clients.
• Ensure the highest QA rubric for outbound call reviews, establish weekly QA cycles, close the feedback loop between QA findings and agents, and drive improvements.
• Deliver ROI to the entire customer base.
• Sit at the intersection of operations, engineering, and client success.

Requirements

• 5+ years in BPO or call center operations with direct experience managing supervisors and large agent teams.
• Deep familiarity with outbound dialing infrastructure: SIP protocols, carrier compliance, spam-flagging mitigation, and answer rate optimization.
• Demonstrated experience building or transforming operations systems, not just running them.
• Comfort in a tech-first environment: understanding AI voice agents, working with data tools, and translating operational pain into scoped engineering requests.
• Decisions made from metrics, not intuition. Comfortable building dashboards, reading ClickHouse data, and holding teams accountable to real-time moving numbers.

Qualifications

• Experience with champion-challenger performance frameworks or A/B testing in outbound operations.
• Background in fintech, debt collections, financial services, or regulated industries.
• Experience building ops functions from scratch, QA rubrics, SLA frameworks, dialing playbooks.
• Familiarity with voice AI or conversational AI platforms in a production environment.
• You've built something operationally rigorous inside a fast-moving startup and want that challenge again.

Skills

• Strong leadership and management skills.
• Experience with AI and conversational AI platforms.
• Technical proficiency with outbound dialing infrastructure.
• Ability to work in a fast-paced, agile environment.

Benefits

• Weekly stipend for food and transportation.
• Equipment budget.
• Other tools as needed.

Pay

$90K - $170K

Schedule

Full-time