{"id":3711759,"url":"https://alion.io/job/intouchcx-ai-operations-optimization-manager-3","title":"AI Operations & Optimization Manager","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":85,"open_postings":60,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false}],"status":"live","first_seen_at":"2026-11-03T13:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T09:41:54Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the Job\n\nThe AI Operations Manager is responsible for leading the ongoing performance, quality, optimization, and evolution of digital and voice bot programs. This role serves as the primary partner-facing point of contact and leads a cross-functional team that may include Bot Quality Analysts, Data Analysts, Prompt Designers, and Bot Configuration and Development resources.\n\nThe AI Operations Manager translates bot performance data, quality findings, operational feedback, and customer experience observations into clear insights and prioritized recommendations. They own the operating cadence for the program, coordinate enhancement delivery, manage the change backlog, and measure the impact of improvements over time.\n\nThis role is both strategic and operational. The AI Operations Manager ensures that current bot performance is understood, issues are acted on, enhancements are delivered effectively, and a clear roadmap exists for future capability expansion.\n\nAs AI Operations & Optimization Manager, You Will…\nServe as the primary partner-facing point of contact for all bot performance, quality, optimization, and enhancement activities while leading the overall operating rhythm (including weekly business reviews, monthly performance reviews, and quarterly executive reviews).\nBuild strong working relationships with Client Partners, Operations, CX, Product, Technology, Analytics, and other key stakeholders, managing incoming partner requests and coordinating cross-functional support.\nLead, direct, and set clear priorities for a multidisciplinary AI operations team (including Bot Quality Analysts, Data Analysts, Prompt Designers, and Configuration resources) to align effort toward common goals, continuous improvement, and measurable outcomes.\nSupport the evaluation and calibration of Copilot, Agent Assist, RTG, and other AI-supported agent experiences across channels, partnering with Operations, CX, and Quality teams to align on standards.\nDiagnose whether performance opportunities are driven by persona and conversational behavior, prompt design, workflow configuration, knowledge sources, policies or operating procedures, system integrations, or data availability and quality.\nPrioritize recommendations and proposed backlog changes based on customer impact, business impact, risk, frequency, effort, expected benefit, and quantified operational metrics.\nOwn and maintain the bot enhancement backlog.\nCoordinate enhancement delivery across Bot Quality, Prompt Design, Bot Configuration, Development, Analytics, Operations, and other support teams.\nManage change control, approvals, release coordination, testing requirements, and stakeholder communication.\nEnsure enhancements are documented with clear objectives, expected outcomes, and success measures.\nTrack recommendations from identification through approval, implementation, validation, and closure.\nCoordinate User Acceptance Testing with Bot Quality Analysts, Operations teams, and partner stakeholders.\nEstablish and maintain reporting across bot performance, resolution, quality, experience, and compliance.\nTrack key performance indicators such as containment and deflection, resolution rate, bot satisfaction and quality scores, intent-level performance, compliance, escalations, contact volume, and automation utilization.\nMonitor performance by intent, channel, use case, and customer journey to identify areas requiring additional attention.\nMeasure performance before and after enhancements to determine whether recommended changes produced the expected outcome.\nBuild trend reporting to demonstrate ongoing performance improvements and identify emerging opportunities.\nManage the operating rhythm for bot governance.\nLeverage performance data, contact volume, customer intents, quality observations, and operational insights to build and maintain an AI optimization roadmap.\nIdentify opportunities for expanding automation into new intents and customer journeys.\nMaintain a catalog of recommended future intents and automation opportunities.\nAssess prospects for expanded integrations, workflows, knowledge sources, personalization, and transactional capabilities.\nPartner with Product, Technology, Operations, and partner stakeholders to prioritize future bot capabilities.\nBalance short-term optimization with long-term AI strategy and capability expansion.\nReview agent operating procedures, policies, knowledge resources, FAQs, and other reference content used by bots and agents.\nEnhance bot knowledge coverage, accuracy, accessibility, and consistency.\nRecommend revisions to knowledge assets when inaccurate, incomplete, outdated, or unclear content impairs bot performance.\nAlign bot workflows and knowledge repositories with current business processes and customer policies.\nProvide day-to-day guidance and direction to a multidisciplinary AI operations team.\n\nAs AI Operations & Optimization Manager, You Need…\n5+ years of experience across BPO, customer experience (CX), operations, client services, quality assurance, analytics, continuous improvement, program management, or related disciplines.\nProven track record of leading cross-functional teams and orchestrating initiatives across Operations, Quality, Analytics, Technology, Training, and Product.\nStrong client and executive stakeholder management experience, serving as a primary point of contact while managing expectations, strategic priorities, risks, and deliverables.\nExperience analyzing operational performance data to extract actionable insights, build business cases, and execute targeted intervention plans.\nDemonstrated ability to establish and drive an operational cadence, including weekly performance reviews, action tracking, KPI reporting, and Executive Business Reviews.\nProven ability to prioritize competing initiatives based on customer impact, ROI, operational risk, and resource constraints.\nAdvanced presentation and storytelling skills, with the ability to clearly articulate what happened, why it matters, recommended next steps, and measurable outcomes of interventions.\nEnd-to-end change management experience guiding initiatives from initial opportunity identification through operational rollout and impact measurement.\nRigorous organizational skills and the ability to maintain clear ownership, manage interdependencies, and track timelines across complex workstreams.\nAbility to synthesize quantitative metrics, qualitative observations, stakeholder feedback, and technical diagnostic findings to uncover root causes and emerging trends.\nThe capability to distill complex technical, AI, and analytical data into concise, high-impact narratives and recommendations tailored for diverse audiences.\nStrong leadership skills to cultivate trusted partnerships, resolve ambiguity, facilitate executive decision-making, and align cross-functional teams around shared KPIs.\nThe capacity to balance competing roadmaps, resources, and dependencies to keep delivery teams focused on high-value, needle-moving initiatives.\nA deep sense of ownership and accountability to drive initiatives end-to-end from initial insight to verified business impact.\nAn inquisitive mindset to challenge legacy assumptions, probe operational friction, test solutions, and iteratively drive continuous process optimization.\nA solid foundational understanding of conversational AI architecture, bot capabilities, dialogue workflows, knowledge bases, and AI quality metrics to effectively lead and coordinate technical and operational 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