Zocdoc - Senior AI Support Operations Manager
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 • You’ll be successful in this role if you have… • Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms • Experience translating support processes and SOPs into scalable, system-driven workflows and automations • 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 • 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
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 • Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity. • $112,500—$140,000 USD
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