AI Quality & Frontline Performance Lead

Devoted Health

Waltham (MA)

On-site

USD 180,000 - 260,000

Full time

11 days ago

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Benefits offered by this job

Comprehensive health plan

401K retirement plan

Lyra mental health resources

Generous vacation and holidays

Stock options

Job summary

Devoted Health is seeking a leader to shape AI-native quality and performance operations for frontline teams. You will monitor the quality of member interactions, turn signals into coaching, and drive improvements in both human and AI agent performance.

You will partner with frontline leaders, embed with teams, and build scalable QA systems that impact member experience, safety, and outcomes.

Qualifications

4+ years in high-ownership operator roles: startup strategy, biz ops, or internal tooling PM.
People leadership experience: directly managed or mentored individuals or teams.
Coaching mindset: translate AI insights into behavior change in frontline teams.
Systems thinking: design frameworks that prevent recurring issues and enable feedback loops.
Fluency with modern AI tools and platforms; adaptable and curious.
Strong data fluency: justify decisions with data and surface actionable insights.

Responsibilities

Build AI-powered quality monitoring systems that evaluate member interactions at scale.
Embed with frontline teams and leaders to define quality and drive adoption.
Own performance of high-volume frontline AI agents across voice and chat.
Create coaching workflows that surface actionable feedback for leaders.
Visualize data, criteria, coaching signals, and trends for timely decisions.
Scale successful systems into reusable frameworks across teams and channels.