AI Bot Operations & Optimization Lead

IntouchCX; Bogotá; Presencial; COP 90.000.000 - 130.000.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking an AI Operations & Optimization Manager in Bogotá to lead bot performance, quality, and expansion initiatives. You will partner with Client Partners, CX, Product, Technology, Analytics, and Operations to drive continuous improvements and a clear roadmap for AI capabilities.

You will manage an multidisciplinary team, prioritize enhancements, and translate data and feedback into actionable strategies that elevate customer experiences across channels.

Formación

• 5+ years of experience across BPO, CX, operations, client services, quality assurance, analytics, or related disciplines.
• Proven track record of leading cross-functional teams and orchestrating initiatives across Operations, Quality, Analytics, Technology, Training, and Product.
• Strong client and executive stakeholder management experience as primary point of contact.

Responsabilidades

• Lead the operating rhythm for bot performance, quality, optimization, and enhancement activities (weekly, monthly, quarterly reviews).
• Coordinate cross-functional support with partners across CX, Operations, Analytics, Product, and Technology.
• Direct and align a multidisciplinary AI operations team toward common goals and measurable outcomes.
• Evaluate and calibrate Copilot, Agent Assist, and other AI experiences across channels in collaboration with multiple teams.
• Diagnose root causes for performance opportunities across persona, prompts, workflows, data, and systems.
• Prioritize recommendations based on customer impact, ROI, risk, and effort with clear roadmaps.
• Own and maintain the bot enhancement backlog and manage change control.

Conocimientos

Cross-functional leadership

Stakeholder management

Data-driven insights

Change management

Operational cadence

AI/conversational AI basics

Team leadership

Descripción del empleo

IntouchCX is seeking an AI Operations & Optimization Manager in Bogotá to lead bot performance, quality, and expansion initiatives. You will partner with Client Partners, CX, Product, Technology, Analytics, and Operations to drive continuous improvements and a clear roadmap for AI capabilities.

You will manage an multidisciplinary team, prioritize enhancements, and translate data and feedback into actionable strategies that elevate customer experiences across channels.