Support AI Manager
Core
Lead the team building and monitoring AI-powered support bots, ensuring builds match product specs and maintaining quality before customer release.
Role type
Senior IC manager (AI support bots)
Builds
AI-powered voice, chat, and email support bots
Domain
Customer Experience (CX) + Artificial Intelligence
Deliverable
production ML models
Required skills
Team management, AI bot architecture review, QA process design, stakeholder communication, issue escalation, performance metrics analysis
Preferred skills
Support bot platform experience (Forethought, Ada, Sierra, Decagon)
Technologies
ERDs, PRDs, UAT frameworks, regression testing tools
Responsibilities
Manage and grow bot building and quality/monitoring teams; Review bot builds and deploys against ERDs/PRDs to catch spec drift; Define testing cadence (UAT, regression, live audits); Own feedback loop between quality findings and product roadmap; Consolidate and escalate quality issues; Partner with CX AI Product Manager on priorities; Analyze bot performance metrics to drive process improvements; Evolve testing/monitoring playbook.
Seniority
Senior, hands-on IC