AI Managed Services, Manager

Eltropy - San Jose, CA

Full-time - Mid Level

San Jose, CA

Publishing Industries

About the position

The AI Managed Services Manager at Eltropy is responsible for leading and mentoring a team of 5-10 staff members in the maintenance and optimization of AI chat and voice bots. This role focuses on ensuring high standards of functionality and performance for AI services, while fostering a culture of performance excellence and collaboration within the team. The manager will also monitor key performance indicators and act as a liaison between the AI Managed Services team and key stakeholders.

Responsibilities

• Oversee the maintenance and optimization of multiple chat and voice AI bots, ensuring high standards of functionality and performance.
• Manage AI services such as a knowledge assistant engine and Conversational Intelligence.
• Monitor and manage key performance indicators (KPIs) including containment rates, user satisfaction scores, and AI responsiveness.
• Implement quality control measures to ensure the accuracy, reliability, and consistency of AI bot responses.
• Collaborate with engineering and product teams to identify and address areas for improvement in AI bot performance.
• Ensure AI-managed services align with the needs of Community Financial Institutions (CFIs) to enhance customer satisfaction and engagement.
• Act as a liaison between the AI Managed Services team and key stakeholders, providing regular updates on performance metrics, challenges, and opportunities for improvement.

Requirements

• Minimum of 5 years in a management role, preferably within an AI, fintech, or customer service environment.
• Experience managing a team responsible for delivering quality AI products is highly desirable.
• Experience managing an international team.
• Strong understanding of AI technology, including generative AI, legacy bots, and AI data analytics.
• Experience with chat and voice AI solutions is a plus.
• Financial Institution Knowledge is strongly preferred.
• Proficient in analyzing data and performance metrics to make informed decisions and drive improvements.
• Demonstrated ability to lead, mentor, and motivate a diverse team to achieve high-performance standards.
• Excellent communication skills, with the ability to articulate complex technical information to non-technical stakeholders.

Nice-to-haves

• Experience with chat and voice AI solutions is a plus.
• Financial Institution Knowledge is strongly preferred.