Senior AI Care Operations Manager

What you'll do

• Build, test, maintain, and troubleshoot agent operating procedures (AOPs), coordinating with Product and Engineering on changes and releases.
• Map current workflows and member and provider journeys, then design, pilot, and measure improved processes and automation.
• Investigate AI failures, identify root causes, implement or route fixes, and track operational outcomes such as quality, speed, experience, and cost.

What they ask for

• 3 to 5 years in operations, such as care or service operations, or program or product operations, owning how work got done.
• Hands-on experience building, configuring, testing, or materially improving automated or AI-powered workflows, decision trees, or similarly complex operational systems.
• Demonstrated current-state process mapping, future-state design, workflow implementation, and measurement after rollout, including exceptions and controls.
• Strong analytical, communication, and relationship-building skills, including the ability to work directly with subject-matter experts and influence partners without formal authority.

Nice to have

• Familiarity with service blueprinting, value-stream mapping, or Lean; background in strategy and operations, business operations, or management consulting.
• Experience in high-volume support, conversational or AI-powered support, healthcare or another regulated environment; familiarity with prompts, APIs, integrations, logs, evaluation tools, experimentation, or SQL.

Pay

$97,000 – $124,476 USD base salary

Tools

Decagon, SQL

AI focus

Build, test, troubleshoot, and improve AI-agent workflows and AOPs; assess where AI, rules-based automation, or human steps fit; measure automation outcomes with safety, quality, and experience guardrails.