Manager - AI Operations (Remote)

Role overview Manage the ongoing performance and governance of AI-enabled capabilities in a remote contact center. This role focuses on operational effectiveness: monitoring outcomes, coordinating improvements, managing risk, and helping ensure AI services deliver measurable value while meeting enterprise standards.

Responsibilities - Support the platform product owner in planning and delivering AI initiatives for contact center operations. - Monitor performance, review business results, and recommend changes that improve service and operational outcomes. - Coordinate operational and compliance risk activities, including required attestations and reporting. - Prepare leadership communications, reports, and dashboards; track objectives, milestones, and emerging issues. - Align priorities and plans with business, product, technology, analytics, and risk partners. - Manage service or customer complaint escalations, coordinating follow-up to address concerns and improve the experience.

Requirements - Typically 5–7 years of relevant experience and a post-secondary degree in a related field, or equivalent education and experience. - Strong operational knowledge and the ability to apply it to AI-enabled services. - In-depth written and verbal communication, collaboration, analytical, and problem-solving skills. - Ability to influence stakeholders, use data in decisions, and resolve strategic or operational issues independently. - Sound judgment in managing operational and compliance risks and following applicable policies and regulations.

Nice to have Experience with AI in contact center operations or cloud contact center platforms.

Benefits and work setup Remote role with a Monday–Friday schedule, 9 a.m.–5 p.m. Eastern. The listed annual salary range is $70,000–$150,000; actual pay may vary with location, experience, education, and qualifications. Benefits include health coverage, tuition support, insurance, and retirement savings plans.