AI Operations & Optimization Lead

IntouchCX; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

IntouchCX in Manila is seeking an AI Operations & Optimization Manager to lead ongoing bot performance, quality, and evolution of digital and voice assistant programs. You will head a cross-functional team and serve as the primary partner-facing contact for clients.

This role blends strategic oversight with hands-on execution, owning the operating cadence, backlog, and measurement of improvements, with a clear roadmap for future capability expansion.

Qualifications

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

Responsibilities

• Serve as the primary partner-facing point of contact for bot performance and quality activities while leading the operating rhythm.
• Build relationships with Client Partners, Operations, CX, Product, Technology, Analytics, and stakeholders; manage requests and cross-functional support.
• Lead and prioritize a multidisciplinary AI operations team to align effort toward goals and measurable outcomes.
• Evaluate and calibrate Copilot, Agent Assist, RTG, and other AI agent experiences across channels with standards alignment.
• Diagnose performance opportunities across persona, conversation design, configuration, data quality, and processes.
• Prioritize recommendations based on customer impact, ROI, risk, frequency, effort, and benefits.
• Own and maintain the bot enhancement backlog and coordinate delivery across teams.
• Manage change control, approvals, release coordination, testing requirements, and stakeholder communication.
• Ensure enhancements have clear objectives, outcomes, and success measures.
• Track recommendations from identification to approval, implementation, validation, and closure.
• Coordinate User Acceptance Testing with Bot Quality Analysts, Operations, and stakeholders.
• Establish reporting across bot performance, resolution, quality, experience, and compliance.
• Track KPIs such as containment, deflection, resolution rate, bot satisfaction, and automation utilization.
• Monitor performance by intent, channel, and journey to identify areas needing attention.
• Measure performance before and after enhancements to validate impact.
• Build trend reporting to demonstrate ongoing improvements and opportunities.

Skills

Cross-functional leadership

Stakeholder management

Data-driven insights

Operational cadence

AI workflows

Change management

Performance analytics

Team leadership

Strategic thinking

Executive communication

Job description

IntouchCX in Manila is seeking an AI Operations & Optimization Manager to lead ongoing bot performance, quality, and evolution of digital and voice assistant programs. You will head a cross-functional team and serve as the primary partner-facing contact for clients.

This role blends strategic oversight with hands-on execution, owning the operating cadence, backlog, and measurement of improvements, with a clear roadmap for future capability expansion.