Support AI Manager

Ethos; Bengaluru; On-site; INR 2,800,000 - 4,800,000; Full time

Job summary

Ethos is seeking a Support AI Manager to lead the team that builds and safeguards our AI-powered support bots. This hands-on leadership role oversees bot building and monitoring, ensuring builds align with ERDs and PRDs.

You will test, audit, and escalate issues, while collaborating with the CX AI Product Manager to keep roadmaps accurate and prioritized. You will personally review bot deployments, define testing cadences, and drive improvements across the portfolio, coaching leads and analysts

Qualifications

• 4+ years of experience managing a team across functions.
• Hands-on experience with AI-driven bot design, build or QA.
• Experience in a product pod or cross-functional team with PMs.
• Ability to define and own a testing/monitoring cadence from scratch.
• Detail-oriented, problem-solving, and strong communication.

Responsibilities

• Manage and grow the bot building and monitoring teams, coaching the lead.
• Personally review bot builds against ERDs and PRDs before launch.
• Define testing cadence: pre-launch UAT, regression tests, live audits.
• Bridge quality findings to the roadmap with timely prioritization.
• Escalate and resolve build issues with both build and quality teams.
• Collaborate with CX AI Product Manager to align with roadmap priorities.
• Use metrics to spot quality issues and drive process improvements.
• Develop and evolve the team's testing/monitoring playbook.

Skills

People management

Hands-on AI bot QA

Cross-functional collaboration

Testing cadence design

Strong communicator

Tools

Forethought

Ada

Sierra

Decagon

Job description

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

We're looking for a Support AI Manager to lead the team that builds and safeguards the quality of our AI-powered support bots. This role owns two connected functions: the bot building team (led day-to-day by a build Lead who designs ERDs and manages hands-on development) and the bot monitoring team (with functions including bot functionality audits, bug handling, quality control, and support). You'll manage and scale both, while remaining hands-on enough to personally evaluate bot builds against spec and catch issues before they reach customers.

The what and how of the roadmap are owned by our CX AI Product Manager, who sets priorities and writes the PRDs. Your job is to make sure what gets built actually matches that spec, to define how we test and monitor bots on an ongoing basis, and to make sure quality issues make it back into the roadmap fast. This is a hands-on technical leadership role, not a purely administrative one - you should be comfortable reviewing a build yourself, not just hearing about it secondhand.

Duties and Responsibilities

• Manage and grow the bot building team and the bot quality/monitoring team, including coaching the build Lead as they grow into managing a focused, subject matter expert team of builders.
• Personally review bot builds and version deploys against approved ERDs and PRDs, catching spec drift, gaps, or quality issues before launch.
• Define and own the testing cadence for the team - pre-launch UAT, regression testing, and frequency and scope of live bot audits.
• Own the feedback loop between quality/monitoring findings and the roadmap, making sure issues surfaced by your team get back to the Product Manager and build Lead quickly and are prioritized appropriately.
• Consolidate all feedback into a clear, structured format, ensuring all items are accurately tracked and escalated where appropriate.
• Serve as the primary escalation point when a build doesn't match spec or a quality issue is found, working directly with the build and quality teams to resolve it.
• Partner closely with the CX AI Product Manager to keep the build and quality functions aligned with roadmap priorities and sequencing.
• Use bot performance metrics (deflection rate, true resolution rate, CSAT, error rates) to spot systemic quality issues and drive process improvements across build and monitoring.
• Build and evolve the team's testing/monitoring playbook as the bot portfolio grows.

Qualifications and Skills

• 4+ years of experience managing a team, ideally across more than one function or workstream.
• Hands-on experience with the design, build, or QA of AI-driven voice, chat or email bots - enough technical depth to personally evaluate a build against an ERD or PRD.
• Experience working within a product pod or similar cross-functional product team structure, partnering closely with a product manager.
• Strong process orientation - comfortable defining and owning a testing and monitoring cadence from scratch, not just following an existing one.
• Detail-oriented, with strong problem-solving instincts and a track record of leading a team through problem resolution.
• Excellent communicator, able to translate technical build or quality issues for both technical teams and user/business stakeholders.
• Experience with support bot platforms (e.g., Forethought, Ada, Sierra, Decagon) is a strong plus.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.

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