Senior AI Support Operations Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $112.5k - $140k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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Zocdoc

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

⚕️ Healthcare Insurance

🏪 Marketplace

🧘 Wellness

💰 $150M Private Equity Round on 2021-02

Healthcare Insurance • Marketplace • Wellness

Zocdoc is a digital health platform that connects patients with healthcare providers, allowing users to book appointments online with doctors and dentists who accept their insurance. The service offers a wide range of specialties, including primary care, dentistry, ob-gyn, dermatology, and psychiatry, among others. Zocdoc aims to make healthcare access easier by providing an app for appointment scheduling and management, enhancing the visibility and reputation of healthcare providers through verified reviews, and serving as a partner for health systems and private practices. The company does not provide medical advice but facilitates the connections and processes necessary for patients to access healthcare services efficiently.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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