AI Operations & Optimization Manager
About the role
IntouchCX is hiring an AI Operations & Optimization Manager in Manila to lead the performance, quality, and evolution of digital and voice bot programs, including a team that can include prompt designers and bot developers.
What you'll do
- Serve as the primary partner-facing point of contact for bot performance, quality, optimization, and enhancement.
- Lead the operating rhythm, including weekly business reviews, monthly performance reviews, and quarterly executive reviews.
- Lead a multidisciplinary AI operations team that may include Bot Quality Analysts, Data Analysts, Prompt Designers, and configuration resources.
- Translate bot performance data, quality findings, operational feedback, and customer experience observations into prioritized recommendations.
- Own the operating cadence, coordinate enhancement delivery, manage the change backlog, and measure the impact of improvements.
- Support evaluation and calibration of Copilot, Agent Assist, RTG, and other AI-supported agent experiences.
Requirements
- End-to-end change management experience, from identifying an opportunity through operational rollout and impact measurement.
- Organizational skills to keep ownership clear, manage interdependencies, and track timelines across complex workstreams.
- Ability to synthesize quantitative metrics, qualitative observations, stakeholder feedback, and technical findings.
- Ability to turn complex technical, AI, and analytical data into concise recommendations for different audiences.
- Leadership skills to build partnerships, resolve ambiguity, support executive decisions, and align teams around shared KPIs.
- A foundational understanding of conversational AI architecture, bot capabilities, dialogue workflows, knowledge bases, and AI quality metrics.
About IntouchCX
IntouchCX is a global company in digital customer experience, back office processing, trust and safety, and AI services. It says it has done this work for over 25 years.
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