{"id":2429937,"url":"https://alion.io/job/ethos-support-ai-manager","title":"Support AI Manager","company":{"id":6048,"name":"Ethos","domain":"ethos.com","url":"https://alion.io/company/ethos","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2427},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-21T17:19:36Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-13T23:56:17Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"About Ethos\nEthos (Nasdaq: $LIFE) is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.\nAbout the role\nWe'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.\nThe 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.\nDuties and Responsibilities:\nManage 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.\nPersonally review bot builds and version deploys against approved ERDs and PRDs, catching spec drift, gaps, or quality issues before launch.\nDefine and own the testing cadence for the team - pre-launch UAT, regression testing, and frequency and scope of live bot audits.\nOwn 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.\nConsolidate all feedback into a clear, structured format, ensuring all items are accurately tracked and escalated where appropriate.\nServe 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.\nPartner closely with the CX AI Product Manager to keep the build and quality functions aligned with roadmap priorities and sequencing.\nUse bot performance metrics (deflection rate, true resolution rate, CSAT, error rates) to spot systemic quality issues and drive process improvements across build and monitoring.\nBuild and evolve the team's testing/monitoring playbook as the bot portfolio grows.\nQualifications and Skills:\n4+ years of experience managing a team, ideally across more than one function or workstream.\nHands-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.\nExperience working within a product pod or similar cross-functional product team structure, partnering closely with a product manager.\nStrong process orientation - comfortable defining and owning a testing and monitoring cadence from scratch, not just following an existing one.\nDetail-oriented, with strong problem-solving instincts and a track record of leading a team through issue resolution.\nExcellent communicator, able to translate technical build or quality issues for both technical teams and product/business stakeholders.\nExperience with support bot platforms (e.g., Forethought, Ada, Sierra, Decagon) is a strong plus.\n#LI-Onsite\n#LI-MS1\nDon’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.\nWe are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.\nTo learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.\nRecruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.\n We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.","description_format":"text","description_chars":5177,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Life Insurance & Annuities","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-13T08:40:14Z"}],"visa":[],"liveness":{"score":47,"band":"ok","label":"Likely open","p_open":1,"p_active":0.633,"p_room":0.75,"age_days":53,"expected_fill_days":58,"reasons":["conf:2","win:late"],"computed_at":"2026-10-14T02:05:16Z"},"pay":null,"html_url":"https://alion.io/job/ethos-support-ai-manager","json_url":"https://alion.io/job/ethos-support-ai-manager.json","meta":{"generated_at":"2026-10-14T02:05:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3078,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6048},"rest":"https://alion.io/mcp/rest/get_company?id=6048"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fethos-support-ai-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fethos-support-ai-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fethos-support-ai-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ethos-support-ai-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fethos-support-ai-manager"}]}