Agent Operations Lead – Agentic AI Platform

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November 18

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Environmental Management Authority

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Artificial Intelligence • Enterprise • SaaS

Environmental Management Authority (EMA) is a company that specializes in offering advanced artificial intelligence solutions for business automation and enterprise productivity. Their flagship product, 'Ema', is a Universal AI Employee designed to boost productivity by learning, adapting, and evolving to fit various roles within an organization. With features like conversational AI configuration, a pre-built library of agents, and integration with numerous applications, EMA enables companies to streamline complex workflows efficiently. EMA emphasizes trust, security, and compliance, providing customizable private AI models with advanced data governance and top-tier encryption. The company services a range of sectors including healthcare insurance and fintech, making it a versatile choice for enhancing business operations across different industries.

51 - 200 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

📋 Description

• Own the day-to-day operational performance of Ema’s deployed AI Employees across enterprise environments. • Define and maintain operational SLAs, error thresholds, and performance monitoring frameworks. • Implement systems to track accuracy, latency, and completion rates across AI workflows. • Partner with engineering teams to resolve production issues quickly and systematically. • Design scalable operational processes for deployment, updates, and maintenance of AI Employees. • Develop playbooks, escalation paths, and SOPs for issue triage, incident response, and continuous improvement. • Identify automation opportunities across internal workflows to reduce manual intervention and improve efficiency. • Collaborate with Product and AI Application Engineering to ensure new features are operationally ready before launch. • Build dashboards and reporting frameworks to track AI Employee KPIs (accuracy, efficiency, uptime, utilization). • Analyze patterns in customer and agent behavior to identify root causes and areas for optimization. • Partner with Data Science to refine AI models and ensure continuous performance improvement. • Communicate insights to stakeholders through structured reports and business reviews. • Work closely with Customer Success, Engineering, and Product teams to prioritize issues and roadmap features. • Coordinate technical escalations and ensure resolution SLAs are met across internal teams. • Represent Agent Operations in product and engineering planning cycles to align capabilities with customer needs. • Build and mentor a high-performing Agent Operations team focused on reliability, automation, and excellence. • Establish operational training programs for internal and customer-facing teams. • Drive a culture of accountability, continuous improvement, and proactive risk mitigation.

🎯 Requirements

• 5+ years of experience in Operations, Program Management roles within Enterprise SaaS, AI, or automation companies • Proven experience managing large-scale operational systems, preferably involving AI or ML workflows • Strong understanding of cloud-based systems, APIs, and monitoring tools • Demonstrated ability to design and execute scalable operational processes • Excellent analytical and data visualization skills (SQL, dashboards, KPI management) • Strong stakeholder management and communication skills • Experience leading cross-functional initiatives and managing operational incidents end-to-end • Prior startup or high-growth environment experience is a plus.

🏖️ Benefits

• Competitive compensation • Performance incentives • Rapid growth potential