Note: The job is a remote job and is open to candidates in USA. Clutch is a revolutionary vertical SaaS company focused on transforming how credit unions engage with their members through AI technology. As an AI Operations Manager, you will oversee the post-sale journey of AI agents, ensuring their successful deployment and performance while building the necessary frameworks and teams to support their growth.
Responsibilities
- Become an expert in the business you're stepping into: how credit unions operate, how a collections department runs day to day, the compliance rules that govern member contact, and what a past-due member's experience actually looks like
- Learn Emma end-to-end: the system prompt architecture, the full configuration surface (verification protocols, escalation triggers, constraint language, payment negotiation boundaries, tone), and the implementation process from kickoff to go-live
- Shadow active implementations and live customer deployments, including dry-run testing sessions with credit union collections teams
- Map the current post-sale journey and identify where context is lost, where defaults are missing, and where the process breaks
- Own Emma implementations end-to-end as the customer's single point of contact: conversation design, business rule definition, live testing facilitation, and go-live sign-off
- Own post-go-live performance for a book of live accounts: monitoring agent results, catching quality drift, and running executive business reviews that prove outcomes
- Codify Clutch's implementation defaults — a pre-configured, best-practice starting point for every design decision — so every engagement starts from "here's what works, tell us where you're different" instead of a blank page
- Stand up the operating infrastructure for the function: health monitoring, standardized reporting, and repeatable playbooks
- Run the full post-sale book for Emma independently, balancing setup mode (new customers) and optimization mode (mature accounts)
- Extend the operating model you built for Emma to the next agents in the portfolio as they reach market
- Define the hiring plan and role design for scaling the function beyond yourself, and begin building the team
- Operate as the field-intelligence engine for the agent business: what you learn from customers directly shapes product roadmap, sales positioning, and pricing
Skills
- 5+ years in management consulting, business operations, or a comparable structured problem-solving role in a fast-paced environment, preferably in SaaS and/or Fintech
- A recommendation posture: you lead with a point of view. You are comfortable telling a C-level executive 'here's what we think you should do' and defending it — and equally comfortable updating when the evidence says you're wrong
- End-to-end execution ownership: you run complex, multi-stakeholder projects to completion without a project manager behind you
- Genuine AI fluency and curiosity: hands-on comfort working with LLM-based products, and the drive to understand how an agent's configuration shapes its behavior on a live call. You don't need to be an engineer, but you can't be a tourist
- A builder's instinct: you turn tribal knowledge into playbooks, defaults, and tooling — you build the function, not just do the job
- Executive presence: you will be the face of Clutch's AI agents to credit union leadership from day one
- Collections experience
- Credit union or banking background
- Software engineering skills
Benefits
- Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly.
- Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas.
- Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation.
- Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package.
- Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
- Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working.
- Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans.
Company Overview