Note: The job is a remote job and is open to candidates in USA. Devoted Health Services, Inc. is hiring a Sr. Manager, AI Performance & Operations to improve the quality and performance of frontline teams and AI agents. The role builds AI-powered interaction monitoring, coaching workflows, and reusable systems, while partnering with frontline leaders to drive adoption and overseeing operators and agent builders.
Responsibilities
- Embed with frontline teams and their leaders to understand what quality looks like in practice: how members are engaged, where interactions break down, and how coaching happens (or doesn't) today
- Own the performance of our highest volume frontline AI agents, across voice and chat, and continue to build out those agents to drive higher performance
- Build AI-powered quality monitoring systems that move the needle on our most important business outcomes. Evaluate member interactions in real time across millions of touchpoints, moving beyond pass/fail scoring to nuanced assessment of what actually matters for member experience, safety, and outcomes
- Build coaching workflows that surface actionable feedback to leaders at all levels immediately, making every interaction an opportunity to improve. Every key stakeholder should have an approach to action on results so that we’re getting better every day
- Visualize interaction data, evaluation criteria, coaching signals, and performance trends so the right insight reaches the right person at the right time, from rep to team lead to senior leader
- Scale what works. Turn successful systems into reusable frameworks that extend to new teams, interaction types, and channels. What works for Member Service should accelerate what you build for Specialty Care Coordination, Member Outreach, and our Clinician orgs
- Partner closely with frontline team leaders across levels, coaching them on how to use the tools you build, ensuring adoption, and iterating in real time in response to their feedback to drive value
- Oversee a small team of operators and agent builders that will drive performance across all frontline agents and teams
Skills
- 4+ years in high-ownership operator roles: startup strategy, biz ops, consulting, or internal tooling PM
- You have built and run systems that made organizations meaningfully more effective, and you move quickly to working prototypes on real data with real feedback
- People leadership experience: you have directly managed, mentored, or grown individuals or teams, and you bring that lens to every cross-functional partnership
- You know how to build trust quickly, give feedback that lands, and create the conditions for people around you to do their best work
- Fluency with modern AI tools and platforms, with an active practice of pushing their limits
- You're adaptive and curious — willing to learn, teach, lead, and follow
- Strong data fluency: You self-serve analysis and reason from data rigorously: you know which numbers actually drive the business, can spot when a metric is misleading, and turn ambiguous data into clear insights on quality
- Systems thinking: you move from solving a single issue to designing a framework that prevents an entire category of issues
- You generalize your work and think in feedback loops, not isolated fixes
- An instinct for quality in human interactions: you translate intuition about what a good member experience feels like into structured criteria an AI system can apply at scale
- You care deeply about doing what's right for members and the teams serving them
- A coaching and enabling mindset: you work with frontline managers and quality leads to ensure AI-generated insights actually change behavior
- Exceptional communication: you tailor your style to move teams to action, from frontline guides to executives
- You're comfortable with ambiguity and take ownership of outcomes end to end
Benefits
- For full-time employees only: employer-sponsored health, dental, and vision plan with low or no premium
- For full-time employees only: generous paid time off
- For full-time employees only: $100 monthly mobile or internet stipend
- For full-time employees only: stock options for all employees
- For full-time employees only: bonus eligibility for all roles excluding Director and above
- For full-time employees only: parental leave program
- For full-time employees only: 401K program
Company Overview
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