ncontracts - AI Operations Manager
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Requirements
• 3+ years experience in customer support operations or AI implementation • 2+ years hands-on experience with AI platforms (Intercom, Forethought, Salesforce or similar) • Proven track record of driving measurable improvements through AI and automation • Strong understanding of conversational AI technology and best practices • Experience with content management systems and digital asset management • Minimum of 3 years of experience in data analytics, preferably in the software or financial services industry. • Technical Competencies • Proficiency with AI and automation platforms • Knowledge base optimization for AI consumption • Project management tools (Monday.com http://Monday.com) • Knowledge of machine learning and natural language processing • Certification in AI, project management, or related fields
Responsibilities
• AI Strategy & Implementation • Drive significant improvements in AI involvement rates, resolution rates, and customer satisfaction metrics • Develop and implement comprehensive AI and knowledge management strategies aligned with company goals • Lead end-to-end AI automation implementation from ideation through deployment • Partner with cross-functional teams to create roadmaps for AI agent optimization • Conversation Design & Optimization • Design personalized, conversational AI flows that enhance customer experience • Leverage AI platforms (particularly Forethought Widget Agent) to create compelling conversational journeys • Rapidly prototype and test AI solutions using data-driven insights • Use historical data and customer feedback to continuously improve automation flows • Knowledge Management & Content Strategy • Oversee creation and maintenance of AI-optimized content across all channels • Ensure content accuracy, relevance, and optimization for AI consumption • Develop content standards, style guides, and quality assurance processes • Design knowledge base articles that encourage self-service and reduce support volume • Analytics & Performance Management • Analyze AI performance metrics to drive continuous improvement • Generate comprehensive reports on resolution rates, involvement rates, and CSAT • Use data-driven insights to identify opportunities and implement improvement • Track and optimize content performance through analytics tools
Benefits
• A fun, fast-paced work environment • Responsible PTO Plan that meets or exceeds state and local medical and family leave laws • 11 paid holidays • Community and social events to keep you connected and engaged • Medical, Dental and Vision insurance • Company-paid Group Life Insurance, Short- and Long-Term Disability • Flexible Spending Account & Health Savings Account • Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice • Pet Insurance • 401 (k) with company match with eligibility on Day 1 of employment • 2 Paid Volunteer Time Off Days • And much more! • Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. • AAP/EEO Statement
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