Support AI Manager

About the role

We're looking for a Support AI Manager to lead the team that builds and safeguards the quality of our AI-powered support bots. This role owns two connected functions: the bot building team (led day-to-day by a build Lead who designs ERDs and manages hands-on development) and the bot monitoring team (with functions including bot functionality audits, bug handling, quality control, and support). You'll manage and scale both, while remaining hands-on enough to personally evaluate bot builds against spec and catch issues before they reach customers.

The what and how of the roadmap are owned by our CX AI Product Manager, who sets priorities and writes the PRDs. Your job is to make sure what gets built actually matches that spec, to define how we test and monitor bots on an ongoing basis, and to make sure quality issues make it back into the roadmap fast. This is a hands-on technical leadership role, not a purely administrative one — you should be comfortable reviewing a build yourself, not just hearing about it secondhand.

Duties and Responsibilities:

• Manage and grow the bot building team and the bot quality/monitoring team, including coaching the build Lead as they grow into managing a focused, subject matter expert team of builders.
• Personally review bot builds and version deploys against approved ERDs and PRDs, catching spec drift, gaps, or quality issues before launch.
• Define and own the testing cadence for the team — pre-launch UAT, regression testing, and frequency and scope of live bot audits.
• Own the feedback loop between quality/monitoring findings and the roadmap, making sure issues surfaced by your team get back to the Product Manager and build Lead quickly and are prioritized appropriately.
• Consolidate all feedback into a clear, structured format, ensuring all items are accurately tracked and escalated where appropriate.
• Serve as the primary escalation point when a build doesn't match spec or a quality issue is found, working directly with the build and quality teams to resolve it.
• Partner closely with the CX AI Product Manager to keep the build and quality functions aligned with roadmap priorities and sequencing.
• Use bot performance metrics (deflection rate, true resolution rate, CSAT, error rates) to spot systemic quality issues and drive process improvements across build and monitoring.
• Build and evolve the team's testing/monitoring playbook as the bot portfolio grows.

Qualifications and Skills:

• 4+ years of experience managing a team, ideally across more than one function or workstream.
• Hands-on experience with the design, build, or QA of AI-driven voice, chat or email bots — enough technical depth to personally evaluate a build against an ERD or PRD.
• Experience working within a product pod or similar cross-functional product team structure, partnering closely with a product manager.
• Strong process orientation — comfortable defining and owning a testing and monitoring cadence from scratch, not just following an existing one.
• Detail-oriented, with strong problem-solving instincts and a track record of leading a team through issue resolution.
• Excellent communicator, able to translate technical build or quality issues for both technical teams and product/business stakeholders.
• Experience with support bot platforms (e.g., Forethought, Ada, Sierra, Decagon) is a strong plus.

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