AI-Driven Support Operations Lead

Doist; United States; Hybrid; USD 112,500 - 140,000; Full time

Benefits offered by this job

Flexible hybrid work (Soho)

Unlimited vacation

Health benefits

Commuter benefits

401(k) with employer match

Wellness program

Sabbatical leave

Parental leave

Cell phone reimbursement

Job summary

Zocdoc is seeking an AI Support Operations Manager to advance our customer support using AI to scale and improve efficiency. You’ll own AI design, testing, and rollout across chat, voice, and email, enabling teams to focus on complex, human interactions.

In this role, you’ll partner with Product, Engineering, CX, and Analytics to deliver measurable improvements in CSAT, containment, and productivity while maintaining a strong customer-centric focus.

Qualifications

• 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles.
• Hands‑on experience implementing and optimizing AI‑powered support tools (e.g., Forethought AI) and working within CRM platforms.
• Experience translating support processes and SOPs into scalable, system-driven workflows and automations.
• Proven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivity.
• Experience partnering cross‑functionally with Product, Engineering, CX, and Analytics to deliver operational solutions.
• Experience managing external vendors or AI platform partners and influencing product direction.
• Excellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teams.
• A strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences.

Responsibilities

• Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI.
• Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences.
• Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors.
• Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short.
• Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations.
• Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts.
• Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency.

Skills

AI-powered tools

CRM platforms

Cross-functional collaboration

Stakeholder management

Effective communication

Tools

Forethought AI

Job description

Zocdoc is seeking an AI Support Operations Manager to advance our customer support using AI to scale and improve efficiency. You’ll own AI design, testing, and rollout across chat, voice, and email, enabling teams to focus on complex, human interactions.

In this role, you’ll partner with Product, Engineering, CX, and Analytics to deliver measurable improvements in CSAT, containment, and productivity while maintaining a strong customer-centric focus.