Manager, Customer Operations Automation (Hybrid)

Key responsibilities

• Lead and develop the customer operations automation team.
• Oversee production AI automations, including Sierra.
• Manage testing, launches, monitoring, and maintenance.
• Develop AI and human quality review processes.
• Track automation accuracy, performance, and customer outcomes.
• Investigate recurring issues and prioritize improvements.
• Coordinate automation changes with product and operations teams.
• Maintain incident response procedures and escalation controls.
• Manage automation improvement backlogs and retire outdated workflows.
• Promote safe and reliable use of AI-powered systems.

Required qualifications

• 5–8+ years of operations, program management, or related experience.
• Experience managing and developing operational or technical teams.
• Experience operating and improving AI or technology-enabled workflows.
• Knowledge of production monitoring and incident response.
• Ability to implement quality checks, testing, and human oversight.
• Strong analytical and performance measurement skills.
• Understanding of change management and operational risk controls.
• Strong people leadership and cross-functional communication.
• Ability to work in a fast-paced, evolving environment.

Preferred qualifications

• Experience with customer support platforms such as Intercom.
• Familiarity with SQL, business intelligence tools, and structured data.
• Experience using automation or performance dashboards.
• Experience in healthcare, financial services, insurance, or another regulated industry.

Degree and experience

Degree

Not stated

Experience

Mid level

Location and eligibility

Eligible:

United States (New York, California, Washington) (states: New York, California, Washington)

Exclusions:

Must attend NYC, San Francisco, or Seattle hub

Work arrangement:

Hybrid

Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.

Schedule and time zone

Schedule

On-site Tuesday, Wednesday, Thursday; remaining workdays remote

Benefits

Medical, dental, vision, life, and disability insurance No-cost Grow Therapy sessions for eligible U.S. employees Retirement savings programs and equity opportunities Flexible time off, paid holidays, and company-wide winter break Up to 18 weeks of paid parental leave and new-child stipend Weekly mental health and self-care time Annual wellness and professional development stipend Pre-tax commuter benefits for hub-based employees Home office support and meal benefits Wellness memberships, virtual care, and eligible discounts Benefits subject to eligibility and employer plan terms.

Visa sponsorship

The employer states sponsorship is not available for this role.

Listing details

Published:

Nov 12, 2026

Last manually checked:

Nov 12, 2026

Official source:

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