Senior Manager, Support Operations – AI, BPO

🕒 il y a 11 jours

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Amira Learning

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

📚 Éducation

🤖 Intelligence artificielle

☁️ SaaS

💰 €19 999 992 Venture Round - Amira Learning en 2022-04

Education • Artificial Intelligence • SaaS

Amira Learning est une entreprise de technologie éducative qui développe une plateforme de tutorat et d'évaluation de lecture pilotée par l'IA pour les jeunes apprenants. Son produit utilise la reconnaissance vocale et l'évaluation automatisée pour offrir une pratique individualisée, des retours en temps réel et des analyses de lecture exploitables pour les enseignants et les écoles, contribuant ainsi à améliorer les résultats en littératie précoce.

Description

• Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic • Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions • Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale • Iterate weekly, not quarterly • Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability • Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews • Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate • Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples • Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data • Personalize agent-assist responses with customer context pulled from CRM and product data • Design integrations that respect FERPA obligations and the sensitivity of educator and student data • Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns • Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering • Build reusable dashboards and reporting that make support performance legible to the rest of the company • Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play • Own agent background-check and approval workflows for BPO personnel with access to student PII • Expect to spend significant time: in Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally.

🎯 Exigences

• You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how. • You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments • You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent • You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale • You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement. • You can have a direct conversation with a frustrated customer or district administrator without losing your composure.

🏖️ Avantages

• Health insurance • Professional development opportunities