Operations Manager

About the role

This role focuses on enhancing customer interactions through the development and oversight of automated systems. You will be instrumental in refining processes that involve large language models and robotic automation, ensuring a cohesive and efficient customer experience.

Key facts

What you'll do

• Oversee the complete lifecycle of customer experience automation projects, from initial planning to implementation, ensuring alignment with customer satisfaction objectives.
• Track and report on the effectiveness of automation efforts, identifying patterns and providing clear, data-driven suggestions to the team and stakeholders.
• Collaborate with different departments to introduce new customer service initiatives, establishing shared goals and resolving obstacles.
• Continuously evaluate and improve the performance of LLM pipelines to maintain accuracy and a positive customer sentiment.
• Stay informed about new technologies and industry trends, proposing innovative solutions to keep automation strategies current.
• Foster clear and consistent communication across all teams, ensuring a shared understanding of project goals and progress.

Requirements

• A minimum of 4 years of experience in customer experience or operations, with demonstrated leadership on projects and cross-functional efforts.
• At least 2 years of practical experience with customer service automation technologies, including LLMs.
• Experience building functional solutions, ideally through direct coding.
• A proactive approach to system development and a collaborative mindset when working with AI systems.
• Strong analytical capabilities to interpret complex data and make impactful decisions.
• Excellent organizational skills to manage multiple tasks simultaneously without compromising quality.
• A bachelor's degree in a relevant field.
• Ability to perform duties effectively in a remote work setting.

Nice to have

• Experience with Robotic Process Automation (RPA).

Skills & tools

• Large Language Models (LLMs)
• Robotic Process Automation (RPA)
• Data analysis and reporting tools
• Project management methodologies

Practical notes

• Visa sponsorship is not available for this position.
• Applications from Alaska, California, Colorado, Montana, Hawaii, New Mexico, and Puerto Rico cannot be considered.
• This role includes comprehensive health and wellness coverage, equity, a 401(k) with employer match, 20 days of paid vacation, and parental leave.