Associate Director, AI Performance & Operations (AI)

TL;DR

Associate Director, AI Performance & Operations (AI): Building AI systems to monitor member interaction quality and converting signals into coaching and feedback for frontline teams and AI agents with an accent on scalability and performance optimization. Focus on designing AI-powered quality monitoring frameworks, managing AI agent performance, and creating actionable coaching workflows.

Location: Remote USA

Salary: $157,500 - $215,000 annually

Company

An all-in-one healthcare company combining insurance, clinical care, and technology to improve the health and well-being of older Americans.

What you will do

• Build AI-powered quality monitoring systems to evaluate millions of member interactions in real time.
• Own the performance of high-volume frontline AI agents across voice and chat channels.
• Develop coaching workflows that surface immediate, actionable feedback to leaders at all levels.
• Visualize interaction data and performance trends to deliver insights from representatives to senior leadership.
• Create reusable frameworks to scale successful AI systems across different teams and interaction channels.
• Oversee and lead a small team of operators and AI agent builders.

Requirements

• 7+ years in high-ownership operator roles (startup strategy, biz ops, consulting, or internal tooling PM).
• Proven people leadership experience in managing, mentoring, and growing individuals or teams.
• Fluency with modern AI tools and platforms with an active practice of pushing their limits.
• Strong systems thinking capabilities to design scalable frameworks and feedback loops.
• Exceptional communication skills to move diverse teams to action, from frontline staff to executives.
• Must be based in the USA

Culture & Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.
• Stock options for all employees and bonus eligibility.
• 401K program and generous paid time off.
• $100 monthly mobile or internet stipend.
• Parental leave program.