AI Support Operations Manager

15Five

. Operate the customer-facing AI agent and ensure resolution quality and quality-adjusted automation rate hold or improve month over month .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $98,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing AI agents, ensuring quality in customer-facing content, and optimizing knowledge management processes. Proficient in analyzing AI performance metrics and implementing improvements to enhance operational efficiency.

Highest-signal resume keywords

AI Agent ManagementKnowledge ManagementContent Verification WorkflowsAnalytical Problem SolvingCustomer Experience Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Retrieval WritingTaxonomy DevelopmentStructured AuthoringQuality MeasurementContent DraftingAutomation Rate AnalysisEscalation DesignHelp Center ManagementAI Behavior TuningProcess Documentation

Soft Skills

Collaborative CommunicationAnalytical ThinkingRisk ManagementAdaptabilityProblem-Solving

Tools & Technologies

Intercom FinAdaForethoughtDecagonGuru

Industry Keywords

Customer ExperienceSupport OperationsConversational AIKnowledge ArchitectureSelf-Service Solutions

About the role

Key responsibilities & impact

Operate the customer-facing AI agent and ensure resolution quality and quality-adjusted automation rate hold or improve month over month
Own AI-agent topic configuration, prompt and behavior tuning, escalation-to-human design, and quality gates
Own the Help Center as the shared knowledge layer for customer self-service and AI surfaces
Structure, verify, and publish AI-drafted Help Center content
Own taxonomy, article templates, AI-retrieval writing standards, Guru collections, drafting pipeline, and verify-and-publish workflow with Tier 1
Triage AI-failure reports from the shared intake queue
Trace wrong or missing AI answers to retrieval failure, content defect, or product-truth gap
Route product-truth gaps to the appropriate owner and report gap-closure velocity
Turn detected wrong or missing AI answers into published fixes
Participate in release planning and prepare Help Center articles, Fin topics, and frontline teams before go-live
Maintain runbooks, configuration documentation, and measurement baselines
Ensure every critical system has a trained second and no single point of failure
Feed AI knowledge-architecture gaps to R&D
Design AI handoffs into support tier workflows
Keep Guru collections accurate and AI-ready
Measure quality-adjusted automation rate, knowledge gap closure rate, escalation precision, operability, and partner trust

Requirements

What you’ll need

3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations
Hands-on ownership of a production AI agent; Intercom Fin strongly preferred, with Ada, Forethought, Decagon, or similar also relevant
Customer-facing help content owned end to end
Experience with taxonomy, content verification workflows, structured authoring, and writing for AI retrieval
Experiment-driven method: hypothesize, test small, measure, then scale
Comfortable with AI-assisted workflows as a daily practice
Strong analytical ability to trace wrong AI answers through retrieval, content, and product behavior to root cause
Ability to collaborate by raising concerns early and directly, disagreeing openly, committing fully, and respecting peers' domains
Ability to build systems, document processes, and train a second person
Ability to check in before investing significant time in adjacent work
Ability to surface risks to a manager as crisp recommendations
Ability to measure impact by outcomes the team ships together
Must verify identity and eligibility to work in the United States and complete the required employment eligibility verification document upon hire

Benefits

Comp & perks

Medical, dental, and vision insurance with 15Five cost subsidy
Employer-paid short-term disability, long-term disability, and term life insurance
Family planning support with enhanced medical plans and consultation programs
Inclusive Benefits Stipend
Mental health and wellness resources
Flexible Time Off Program
Generous paid leave for new parents
Military leave
Paid company holidays
Sabbatical Program
401(k) with 4% matching after 6 months
Remote work
Annual discretionary company bonus program
Equity awards
Comprehensive benefit and wellbeing offerings
Work with experts in leadership, culture, and personal development