Subject Matter Expert, Signals - MPO
Core
Design and optimize AI-driven support tools and human workflows for vendor operations, focusing on training, SOP management, and AI quality evaluation.
Role type
Senior IC operations specialist (AI support & process optimization)
Builds
AI training data, support SOPs, and vendor escalation workflows
Domain
Advertising technology / Customer support operations
Deliverable
production ML models
Required skills
Vendor/BPO operations experience, root cause analysis, training program development, SOP/knowledge management, data analysis with Excel, cross-functional communication
Preferred skills
AI-assisted support tools familiarity, data labeling experience, automated support tool feedback loops
Responsibilities
Run targeted training for Vendor agents on recurring issues and quality expectations; Conduct case reviews to isolate process or tooling gaps; Track failure patterns and convert findings into improvement asks for product teams; Own and update online SOPs as the single source of truth; Label historical and new cases to support AI training data; Review AI outputs for accuracy and policy alignment; Define quality thresholds for routine closure and escalation; Provide structured feedback to AI teams to improve automation boundaries.