Senior AI Support Operations Manager

• As an AI Support Operations Manager, you’ll play a meaningful role in evolving how we deliver customer support by using AI to create more efficient, high-quality experiences
• This is a first-of-its-kind role at Zocdoc, created at a pivotal moment in our growth as we invest in smarter support operations. You’ll own how AI is designed and scaled across chat, voice, and email, helping automate repetitive work so our teams can focus on complex, human-centered interactions
• Your work will directly impact customer satisfaction, team productivity, and our ability to grow efficiently. You’ll partner across teams to turn emerging AI capabilities into real, measurable outcomes. Beyond optimizing workflows, you’ll help build a more thoughtful and scalable support experience
• Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
• Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
• Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
• Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
• Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
• Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
• Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency

Benefits

• 100% paid employee health benefit options
• Vacation and parental leave packages
• Lunch and snacks on us (in-office)
• Cell phone reimbursement
• Corporate wellness programs with Headspace and Peloton
• Employer funded 401(k) match- If you’re excited to drive innovation while elevating the human side of support, this is a unique opportunity to make a lasting impact
• Autonomous, urgent, and creative. You genuinely love solving complex operational problems and turning ambiguity into scalable solutions
• Passionate about emerging technologies, especially AI, and their potential to transform customer support
• The kind of person who proactively identifies opportunities for improvement and takes ownership of driving them forward
• A cross-functional collaborator who thrives working with Product, Engineering, CX, and external partners
• Highly analytical and detail-oriented, with a strong instinct for identifying optimization opportunities in workflows and systems
• Personally motivated by improving customer experiences through innovation and thoughtful application of AI
• Hands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platforms
• Experience managing external vendors or AI platform partners and influencing product direction
• Experience translating support processes and SOPs into scalable, system-driven workflows and automations
• Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity
• Experience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutions
• Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams
• A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences
• 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles