AI Agent Manager

Overview

We are looking for a Manager of AI Agents to oversee the successful onboarding, performance, and continuous improvement of our AI-powered bots and co-pilot agents within the Support organization. This role treats AI agents with the same level of intentionality as human agents — requiring structured onboarding, thoughtful enablement, and ongoing performance tuning.

The ideal candidate is deeply familiar with the mechanics of conversational AI, has a strong understanding of support operations, and is passionate about building systems that allow AI to operate as a trusted, accurate, and helpful extension of the support team.

Key Responsibilities

AI Agent Onboarding & Enablement

• Design and execute structured onboarding plans for new AI agents that mirror the approach taken with human agents.

• Ensure co-pilot agents are properly introduced to relevant knowledge sources, workflows, and intent models.

• Collaborate with SMEs, Knowledge Managers, and Product/Engineering to align agent functionality with real-world support needs.

• Identify content gaps, training data needs, and process adjustments to improve bot performance.

Performance Management & Tuning

• Monitor bot behavior, response quality, and user satisfaction (CSAT, containment rates, escalations) across all digital channels.

• Define performance metrics and standards of excellence for AI agents based on support KPIs and customer expectations.

• Partner with data teams to analyze AI agent performance data, flag anomalies, and implement systematic improvements.

• Regularly test and validate the AI agent’s understanding, decision-making, and routing accuracy.

Continuous Coaching & Optimization

• Collaborate with the Knowledge Program Manager to ensure AI agents are referencing the most up-to-date and high-quality knowledge content.

• Maintain a backlog of enhancements and training opportunities to support bot maturity and capability growth.

• Coordinate “post-mortems” for failed or misaligned AI interactions and adjust behaviors accordingly.

Collaboration & Governance

• Serve as the central point of accountability for AI agent effectiveness and strategy within the Support organization.

• Work cross-functionally with Product, Engineering, Operations, and QA to align AI capabilities with business needs.

• Ensure ethical, responsible, and inclusive AI use, aligned with company guidelines and customer trust expectations.

• Maintain documentation for agent functionality, escalation criteria, training protocols, and decision trees.

Qualifications & Skills

• 3+ years of experience in support operations, AI enablement, knowledge management, or a related field.

• Familiarity with AI platforms used in support environments (e.g., Dialogflow, Ada, Intercom, Salesforce Einstein, Forethought, or similar).

• Experience working with conversational design, natural language models, and bot training data.

• Strong analytical and troubleshooting skills — comfortable using data to drive decisions.

• Proven ability to lead cross-functional initiatives and implement operational programs.

• Excellent communication skills with the ability to translate complex AI logic into understandable concepts for stakeholders.

• Bonus: Experience working with AI copilots, large language models (LLMs), or generative AI systems in a customer service context.

Success Metrics

• AI containment rates improve while maintaining or increasing CSAT.

• Reduction in escalations due to bot misunderstanding or inaction.

• Time-to-onboard for new AI agents decreases over time through reusable frameworks.

• Increased trust and adoption of AI agents by customers and internal teams.

• Demonstrated continuous improvement in bot behavior through structured tuning cycles.