Support AI Manager
Core
Lead the team building and safeguarding the quality of AI-powered support bots (voice, chat, email), ensuring builds match product specs and driving process improvements.
Role type
Senior IC manager (AI support bots)
Builds
AI-powered support bots (voice, chat, email)
Domain
Customer Experience (CX) + Artificial Intelligence
Deliverable
production ML models
Required skills
Team management, AI bot design/build/QA, ERD/PRD review, testing cadence definition, feedback loop management, performance metrics analysis, process improvement
Preferred skills
Support bot platforms (Forethought, Ada, Sierra, Decagon)
Technologies
ERDs, PRDs, UAT, regression testing
Responsibilities
Manage and grow bot building and quality/monitoring teams; Personally review bot builds against ERDs and PRDs; Define testing cadence (UAT, regression, audits); Own feedback loop between quality findings and roadmap; Consolidate and escalate feedback; Partner with CX AI Product Manager; Use performance metrics to drive process improvements.
Seniority
Senior, hands-on IC