AI Quality & Frontline Performance Lead

Devoted Health Services, Inc; Waltham (MA); On-site; USD 111,000 - 174,000; Full time

Benefits offered by this job

Health plan

Dental plan

Vision plan

Paid time off

Stipend for mobile/internet

Stock options

Bonus eligibility

Commission eligibility for Sales roles

Parental leave

401K

Job summary

Devoted Health is seeking a leader to design and operationalize AI-powered quality and performance systems across frontline Member Service, Specialty Care Coordination, and outreach teams. You will own the performance of high-volume AI agents and build real-time monitoring that informs coaching and improvements across multiple channels.

You will embed with frontline leaders, translate data into actionable insights, and scale frameworks to extend to new teams and touchpoints, driving better

Qualifications

• 4+ years in high-ownership operator roles such as startup strategy, biz ops, consulting, or internal tooling PM.
• Built and ran systems that made organizations more effective with real data feedback.
• Direct people leadership experience across cross-functional teams.

Responsibilities

• Embed with frontline teams and leaders to define quality in practice.
• Own performance of high-volume frontline AI agents across voice and chat.
• Build AI-powered quality monitoring systems to move key business outcomes.
• Evaluate member interactions in real time across millions of touchpoints; move beyond pass/fail.
• Build coaching workflows surfacing actionable feedback to leaders at all levels.
• Visualize interaction data, evaluation criteria, and coaching signals for timely insight.
• Oversee a small team of operators and agent builders driving performance.
• Scale successful systems to new teams and channels.

Skills

High-ownership ops

People leadership

AI tools fluency

Data analytics

Systems thinking

Adaptability

Communication

Job description

Devoted Health is seeking a leader to design and operationalize AI-powered quality and performance systems across frontline Member Service, Specialty Care Coordination, and outreach teams. You will own the performance of high-volume AI agents and build real-time monitoring that informs coaching and improvements across multiple channels.

You will embed with frontline leaders, translate data into actionable insights, and scale frameworks to extend to new teams and touchpoints, driving better