Company Overview:

Role:

Key Responsibilities:

• Manage the AI member journey end-to-end. That means Fin, our other AI Agents, the handoffs to humans, how context is preserved when those happen, and whether members are getting what they need.
• Run the operating cadence. Weekly prioritization, quality reviews, and incident reviews so the team knows what they're working on and nothing falls through.
• Own the metrics. Containment quality, escalation accuracy, safety, and member impact. You track them, report on them, and make decisions from them.
• Own conversation design and intent architecture: In partnership with the Team Lead, this means intent taxonomy, routing logic, coverage mapping, and QA framework design. As the team structure evolves, the AI Manager becomes the primary owner of journey architecture and conversation design standards across all AI Support Agent surfaces.
• Own and evolve the AI tooling infrastructure. Keep Intercom configurations up to date, stay ahead of what the platform offers, and partner with support and ops leaders to build the systems we use for conversation data analysis, QA monitoring, and scaled oversight of our AI Agents. Where the right tooling doesn't exist yet, you'll define what we need and drive toward building it.
• Keep AI content accurate and current. The quality of our AI Agents depends on what they know, and that knowledge has to stay in sync with how our product, policies, and processes evolve. You'll own the systems and relationships that make that happen, working closely with SMEs across support, operations, and the broader org.
• Manage and develop your team. Direct management of AI QA Specialists, keeping them focused, supported, and growing.
• Partner cross-functionally and keep operations safe. Product, Engineering, Clinical, B2B, and Member Support. Requirements stay clear, dependencies stay unblocked, AI Agents operate within appropriate safety and clinical boundaries, and incidents get escalated and resolved fast

Qualifications/Skills:

• 5+ years in operations, program management, or an AI/CX-adjacent role, with direct people management experience.
• Hands-on experience building and operating AI Agents or conversational AI systems in a customer-facing context, including support AI tools like Fin or similar.
• Deep familiarity with how these systems break and how to fix them: escalation failures, knowledge gaps, tone issues, and hallucination patterns. You've debugged these firsthand.
• Platform fluency in tools like Intercom, Zendesk, or Salesforce at a configuration level, not just as a user.
• Experience managing data integrations that power AI systems and working with engineers to close coverage gaps.
• Experience managing content operations or knowledge systems in partnership with SMEs across an organization.
• Strong metrics orientation and clear communication in both directions — senior stakeholders trust you to represent the work, and your team trusts you to translate direction into action

Nice to have items:

• Familiarity with Langfuse or AI evaluation frameworks
• Background in healthcare, care navigation, or any context where accuracy has real consequences
• Experience building a QA function from early-stage to operational maturity

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create calendar, actionable, human experience.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
  • We don’t just ship– we own outcomes and drive results.
  • We act with urgency and precision
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
• Mission Over Ego:
  • We are ruthlessly aligned to our mission– and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision– data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us: