AI Support Operations Manager

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $98k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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15Five

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

👥 HR Tech

☁️ SaaS

💰 $52M Series C on 2022-07

HR Tech • SaaS

15Five is a performance management platform designed to drive important business outcomes. It transforms people data into guided actions through its strategic HR command center, aiming to improve manager effectiveness, increase employee engagement, and maximize employee performance. 15Five offers various products such as performance reviews, engagement surveys, and tools for upskilling managers. Over 3,000 organizations trust 15Five for its effective performance management solutions, making it essential for high-growth companies.

📋 Description

• Operate the customer-facing AI agent and ensure resolution quality and quality-adjusted automation rate hold or improve month over month • Own AI-agent topic configuration, prompt and behavior tuning, escalation-to-human design, and quality gates • Own the Help Center as the shared knowledge layer for customer self-service and AI surfaces • Structure, verify, and publish AI-drafted Help Center content • Own taxonomy, article templates, AI-retrieval writing standards, Guru collections, drafting pipeline, and verify-and-publish workflow with Tier 1 • Triage AI-failure reports from the shared intake queue • Trace wrong or missing AI answers to retrieval failure, content defect, or product-truth gap • Route product-truth gaps to the appropriate owner and report gap-closure velocity • Turn detected wrong or missing AI answers into published fixes • Participate in release planning and prepare Help Center articles, Fin topics, and frontline teams before go-live • Maintain runbooks, configuration documentation, and measurement baselines • Ensure every critical system has a trained second and no single point of failure • Feed AI knowledge-architecture gaps to R&D • Design AI handoffs into support tier workflows • Keep Guru collections accurate and AI-ready • Measure quality-adjusted automation rate, knowledge gap closure rate, escalation precision, operability, and partner trust

🎯 Requirements

• 3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations • Hands-on ownership of a production AI agent; Intercom Fin strongly preferred, with Ada, Forethought, Decagon, or similar also relevant • Customer-facing help content owned end to end • Experience with taxonomy, content verification workflows, structured authoring, and writing for AI retrieval • Experiment-driven method: hypothesize, test small, measure, then scale • Comfortable with AI-assisted workflows as a daily practice • Strong analytical ability to trace wrong AI answers through retrieval, content, and product behavior to root cause • Ability to collaborate by raising concerns early and directly, disagreeing openly, committing fully, and respecting peers' domains • Ability to build systems, document processes, and train a second person • Ability to check in before investing significant time in adjacent work • Ability to surface risks to a manager as crisp recommendations • Ability to measure impact by outcomes the team ships together • Must verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire

🏖️ Benefits

• Medical, dental, and vision insurance with 15Five cost subsidy • Employer-paid short-term disability, long-term disability, and term life insurance • Family planning support with enhanced medical plans and consultation programs • Inclusive Benefits Stipend • Mental health and wellness resources • Flexible Time Off Program • Generous paid leave for new parents • Military leave • Paid company holidays • Sabbatical Program • 401(k) with 4% matching after 6 months • Remote work • Annual discretionary company bonus program • Equity awards • Comprehensive benefit and wellbeing offerings • Work with experts in leadership, culture, and personal development

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