AI Performance & Optimization Lead

IntouchCX; Puerto Bogotá; Sur place; COP 120 000 000 - 180 000 000; Plein temps

Résumé du poste

IntouchCX is seeking an AI Operations & Optimization Manager to lead bot performance, quality, and continuous improvement initiatives. You will partner with Client Partners, Operations, CX, Product, Technology, Analytics, and other stakeholders to drive prioritized enhancements.

You will oversee a multidisciplinary AI operations team, coordinate cross-functional efforts, and ensure timely delivery of improvements with measurable impact on customer experience and efficiency.

Qualifications

• 5+ years of experience in CX, operations, quality assurance, analytics, or related fields.
• Proven track record leading cross-functional teams and managing stakeholders.
• Experience analyzing operational data to drive actionable improvements.

Responsabilités

• Serve as the primary partner-facing point for bot performance, quality, optimization, and enhancements.
• Lead and prioritize a multidisciplinary AI operations team to achieve goals and measurable outcomes.
• Coordinate enhancement delivery across Bot Quality, Prompt Design, Configuration, Development, Analytics, and Operations.
• Manage change control, approvals, and release coordination with stakeholders.
• Ensure enhancements are documented with objectives, outcomes, and success measures.
• Track recommendations from identification through approval, implementation, validation, and closure.

Connaissances

Cross-functional leadership

AI operations

Stakeholder management

Data analysis

Change management

Program management

Executive communication

Description du poste

IntouchCX is seeking an AI Operations & Optimization Manager to lead bot performance, quality, and continuous improvement initiatives. You will partner with Client Partners, Operations, CX, Product, Technology, Analytics, and other stakeholders to drive prioritized enhancements.

You will oversee a multidisciplinary AI operations team, coordinate cross-functional efforts, and ensure timely delivery of improvements with measurable impact on customer experience and efficiency.