Senior AI Support Operations Manager

Zocdoc

AI Support Operations Manager leveraging AI to optimize customer support workflows at Zocdoc. Collaborating with teams to implement innovative solutions for improved efficiency.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $112,500 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI-powered support workflows, focusing on design, configuration, and optimization to enhance customer and agent experiences. Proven ability to translate AI capabilities into scalable operational solutions while managing performance metrics and fostering cross-functional partnerships.

Highest-signal resume keywords

AI-Powered Support Tools ImplementationCustomer Support Operations ExperiencePerformance Metrics ManagementCross-Functional CollaborationStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workflow AutomationProcess OptimizationPerformance Metrics AnalysisSOP TranslationAI Capability Translation

Soft Skills

Excellent CommunicationStrong Sense of OwnershipBias to Action

Tools & Technologies

Forethought AICRM PlatformsGenerative AI Tools

Industry Keywords

Customer Experience (CX)Support WorkflowsOperational RolloutsQuality StandardsExternal Vendor Management

About the role

Key responsibilities & impact

Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency

Requirements

What you’ll need

5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles
Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms
Experience translating support processes and SOPs into scalable, system-driven workflows and automations
Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity
Experience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutions
Experience managing external vendors or AI platform partners and influencing product direction
Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences

Benefits

Comp & perks

Flexible, hybrid work environment at our convenient Soho location
Unlimited Vacation
100% paid employee health benefit options (including medical, dental, and vision)
Commuter Benefits
401(k) with employer funded match
Corporate wellness program with Wellhub
Sabbatical leave (for employees with 5+ years of service)
Competitive paid parental leave and fertility/family planning reimbursement
Cell phone reimbursement
Catered lunch everyday along with beverages and snacks
Employee Resource Groups and ZocClubs to promote shared community and belonging
Great Place to Work Certified