Operations Manager

Position Overview

We are seeking an Operations Manager to spearhead the development and management of automation systems integral to delivering superior customer experience on a large scale. This role is part of our Customer Experience (CX) team and involves overseeing projects related to large language model (LLM) pipeline efficiency, robotic process automation, and ensuring cohesive progress across all related functions.

Core Values and Work Ethic

We prioritize three key attributes for every team member: a determined drive to overcome challenges, operational efficiency that balances high standards with swift execution, and the agility to adapt based on insights derived from data and artificial intelligence. These principles are embedded in our daily work culture.

Responsibilities

• Direct full-cycle CX automation initiatives, from sprint planning with LLM associates to managing pipeline enhancements, aligning all activities with customer experience objectives.
• Manage performance reporting for automation efforts, discerning patterns, and converting data into clear, actionable guidance for teams and stakeholders.
• Collaborate with multiple departments to deploy new customer experience programs, ensuring goal alignment and proactively eliminating potential impediments.
• Oversee and refine outputs of LLM pipelines to maintain effectiveness, accuracy, and alignment with desired customer engagement.
• Keep abreast of emerging technologies and industry developments to continuously enhance our automation capabilities.
• Ensure transparent and consistent communication among cross-functional teams, facilitating shared understanding of project goals and progress.

Requirements

• A minimum of four years’ experience in customer experience or operations roles with accountable leadership of projects and interdisciplinary collaborations.
• At least two years of practical experience working with customer service automation technologies, particularly involving LLMs and similar tools.
• Preferred experience in developing functional solutions through vibe coding.
• A proactive and constructive approach towards AI system development and collaboration.
• Exceptional analytical skills to interpret complex, unstructured data and drive impactful decision-making.
• Strong organizational capabilities to juggle multiple projects effectively without oversight omissions.
• Bachelor’s degree in a relevant discipline.
• Capability to operate effectively within a remote working environment.

Additional Information

Applicants must be legally permitted to work in the U.S., as visa sponsorship is not available for this role. Candidates from Alaska, California, Colorado, Montana, Hawaii, New Mexico, and Puerto Rico are ineligible.

The base salary for this position in the U.S. ranges from $100,000 to $115,000 annually, supplemented with equity and benefits. Salary determination is influenced by location, role, experience, education, and skills. Benefits include comprehensive health and wellness coverage, equity options, a 401(k) plan with employer match, 20 paid vacation days, and parental leave.

Diversity and Inclusion

We are committed to equal opportunity employment and fostering an inclusive, diverse workplace. We do not discriminate based on race, nationality, gender identity, sexual orientation, veteran status, disability, age, or other legally protected characteristics. Reasonable accommodations for religious practices, pregnancy, or disabilities are available upon request.