Senior AI Support Operations Manager

🕒 il y a 16 jours

🇺🇸 États-Unis – Télétravail

💵 $112 500 - $140 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Zocdoc

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2007

🏥 Santé

⚕️ Assurance santé

🏪 Place de marché

💰 €150 000 000 Private Equity Round en 2021-02

Healthcare • Healthcare Insurance • Marketplace

Zocdoc est une plateforme de santé numérique qui connecte les patients avec des professionnels de santé, permettant aux utilisateurs de prendre rendez-vous en ligne avec des médecins et dentistes acceptant leur assurance. Le service offre un large éventail de spécialités, y compris les soins primaires, la dentisterie, la gynécologie-obstétrique, la dermatologie, et la psychiatrie, entre autres. Zocdoc vise à faciliter l'accès aux soins de santé en fournissant une application pour la planification et la gestion des rendez-vous, améliorant la visibilité et la réputation des prestataires de soins grâce à des avis vérifiés, et servant de partenaire pour les systèmes de santé et les cabinets privés. L'entreprise ne dispense pas de conseils médicaux mais facilite les connexions et les processus nécessaires pour que les patients accèdent efficacement aux services de santé.

Description

• 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

🎯 Exigences

• 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles • 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

🏖️ Avantages

• 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