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AI Support Operations Manager

13 hours, 23 minutes ago
United States
Full-time
Mid Level
Operations Manager
Customer and Technical Support
Generative AI
Apply Now
15Five

15Five

15Five offers a continuous performance management platform that enhances employee engagement and productivity through integrated tools for feedback, objective tracking, and recognition, enabling managers to foster open communication and address workpla...

Professional Services
11-50
Founded 2011
$94M raised
View All Jobs 3

Description

  • Manage the day-to-day performance of the Fin customer-facing AI agent, including resolution quality, automation, topic configuration, prompt tuning, and human escalation design.
  • Own the Help Center end to end, ensuring published content is accurate, structured for AI retrieval, and meets quality standards.
  • Maintain content taxonomy, article templates, AI-retrieval writing standards, Guru collections, and the content drafting, verification, and publishing workflow.
  • Triage incorrect or missing AI answers, identify root causes, route product-truth gaps to appropriate owners, and drive fixes through publication.
  • Partner with release stakeholders to ensure Help Center content, Fin topics, and frontline support teams are ready before launches.
  • Maintain runbooks, configuration documentation, measurement baselines, and trained backups for critical systems.
  • Collaborate with R&D, support tier leads, product, and leadership to improve AI knowledge architecture, handoffs, and operational priorities.
  • Track and improve quality-adjusted automation, knowledge-gap closure, escalation precision, and partner trust.

Requirements

  • 3–5+ years of experience in support operations, CX operations, knowledge management, or conversational AI operations.
  • Hands-on ownership of a production AI agent; Intercom Fin experience is strongly preferred, with Ada, Forethought, Decagon, or similar platforms also relevant.
  • Experience owning customer-facing help content end to end, including taxonomy, structured authoring, content verification workflows, and AI-retrieval writing.
  • Ability to diagnose incorrect AI answers across retrieval, content, and product behavior and identify root causes.
  • Experience designing, testing, measuring, and scaling operational improvements through experimentation.
  • Comfort using AI-assisted workflows as a daily practice.
  • Strong cross-functional communication skills, including raising concerns directly through agreed channels.
  • Ability to document processes, create durable systems, and train backups to prevent single points of failure.
  • Ability to verify identity and authorization to work in the United States upon hire.

Benefits

  • Medical, dental, and vision coverage with a 15Five cost subsidy.
  • Employer-paid short-term disability, long-term disability, and term life insurance.
  • Family-planning support, inclusive benefits stipend, and mental health and wellness resources.
  • Flexible Time Off, paid company holidays, military leave, and a sabbatical program.
  • Generous paid parental leave.
  • 401(k) with 4% matching after six months.
  • Remote work environment.
  • Opportunities to work with experts in leadership, culture, and personal development.

Interested in this position?

Apply directly on the company website

Apply Now

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