AI Operations Manager – AI Builder

Role Overview

As an AI Operations Manager, you will be responsible for shaping the path of AI in customer service experience, defining what good looks like when AI handles a traveler contact, and building tools to support operations leaders. You will work collaboratively and autonomously, staying organized as priorities shift, and be willing to roll up your sleeves to finish the job.

What You Will Do

Your responsibilities will include building and shipping tools end to end, prototyping quickly and hands-on, translating open-ended operational problems into clearly scoped work, and representing the operations point of view in cross-functional AI programs.

Why It Might Be a Fit

This role requires a collaborative working style, excellent qualitative and quantitative analytical skills, and proficient communication skills. You should be comfortable with ambiguity and have a self-directed, outcome-oriented approach.

Requirements

• Bachelor’s degree in business, analytics, computer science, or a related field; or Equivalent related professional experience
• 5+ years of experience in contact center or service operations, business operations, or a comparable strategic, analytical, and operational role
• Hands-on ability to build: you write your own database queries, and you can read, modify, and review Python well enough to understand what you are shipping
• A track record of taking ideas from concept to working prototype to something people actually use, with clear impact on operational or business outcomes
• Experience defining measurement: you design how you will know whether something worked, including success metrics, guardrails, and instrumentation
• Excellent qualitative and quantitative analytical skills, and proficient communication skills that synthesize complex detail into precise, accessible insight for a senior audience
• Demonstrated ability to prioritize, run several workstreams at once, and build relationships across a wide range of people, influencing cross-functionally where you have influence rather than authority
• Comfort with ambiguity and a self-directed, outcome-oriented approach: you work both collaboratively and autonomously, stay organized as priorities shift, and are willing to roll up your sleeves to finish the job
• Experience building with generative artificial intelligence, including retrieval-based systems, prompt and context design, agent workflows, or model evaluation
• A collaborative working style: you build relationships across a wide range of people, listen for the concern behind an objection, adapt how you explain things to the audience in the room, and leave the people you work with better informed than before
• Familiarity with large enterprise data platforms and the practical work of getting access, understanding a schema, and troubleshooting why a dataset looks wrong

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Employee Assistance Program
• Wellness and travel reimbursement
• Travel discounts
• International Airlines Travel Agent Network (IATAN) membership

Tagged as: Data Analysis, Python