AI Support Operations Manager

What You'll Own:

• Fin/AI agent operations (25%): manage resolution quality, deflection, topic configuration, and escalation-to-human design.
• Help Center content ownership (40%): ensure accuracy and AI-readiness of every published article, with accountability for every published word.
• The content flywheel (20%): triage AI-failure reports and turn them into published fixes, tracing root cause and reporting gap-closure velocity.

How Success Is Measured:

• Quality-adjusted automation rate: AI resolutions with no human takeover, no negative feedback, no reopen.
• Knowledge gap closure rate: speed from detected wrong/missing answer to published fix, weighted by impact.
• Operability: every critical system has current runbooks and a functioning second; no single point of failure.

What We're Looking For:

• 3–5+ years in support operations, knowledge management, or conversational AI operations with hands-on ownership of a production AI agent.
• Proven content engineer with experience in taxonomy, content verification workflows, and writing for AI retrieval.
• Strong analytical habits to trace root causes and collaboration as a first-class skill.

Working Style:

• Check in before investing significant time in adjacent work; surface risks as crisp recommendations.
• Measure impact by outcomes the team ships together rather than by territory.
• Build systems, not dependencies: document and train a second for every critical system.