AI Operations & Optimization Lead

IntouchCX; Manila; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

IntouchCX is seeking an AI Operations Manager to lead performance, quality, and optimization of digital and voice bot programs. You will partner with Client Partners, Operations, CX, Product, Technology, Analytics, and other stakeholders to drive improvements and maintain a clear roadmap for expansion.

You will manage an multidisciplinary AI operations team, translate data into actionable insights, and own the operating rhythm, change backlog, and measurable outcomes across channels.

Qualifications

• 5+ years across BPO/CX/operations, client services, quality assurance, analytics, continuous improvement, or program management.

Responsibilities

• Lead cross-functional AI operations team (Bot QA, Data Analysts, Prompt Designers, config resources).
• Own operating cadence and executive reviews; drive backlog and roadmap aligned with client expectations.
• Coordinate enhancements across bot performance, quality, and AI experiences; track KPI and impact.

Skills

CX operations

Program management

Analytics

Leadership

Stakeholder mgmt

Job description

IntouchCX is seeking an AI Operations Manager to lead performance, quality, and optimization of digital and voice bot programs. You will partner with Client Partners, Operations, CX, Product, Technology, Analytics, and other stakeholders to drive improvements and maintain a clear roadmap for expansion.

You will manage an multidisciplinary AI operations team, translate data into actionable insights, and own the operating rhythm, change backlog, and measurable outcomes across channels.