AI Support Operations Manager (Fully Remote)

15Five; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

15Five is an AI-powered performance management platform that helps teams measure and improve performance. The role focuses on content and knowledge operations to ensure AI readiness and accuracy across published articles.

You will own taxonomy, validation workflows, and the writing style for AI retrieval, while triaging AI-failure reports and driving fixes. This remote, high-standards startup environment emphasizes outcome-driven collaboration.

Qualifications

• 3–5+ years in support operations, knowledge management, or conversational AI operations with hands-on ownership of a production AI agent.
• Proven content engineer with experience in taxonomy, content verification workflows, and writing for AI retrieval.
• Strong analytical habits to trace root causes and collaboration as a first-class skill.
• Check in before investing significant time in adjacent work; surface risks as crisp recommendations.
• Measure impact by outcomes the team ships together rather than by territory.
• Build systems, not dependencies: document and train a second for every critical system.

Responsibilities

• Fin/AI agent operations (25%): manage resolution quality, deflection, topic configuration, and escalation-to-human design.
• Help Center content ownership (40%): ensure accuracy and AI-readiness of every published article, with accountability for every published word.
• The content flywheel (20%): triage AI-failure reports and turn them into published fixes, tracing root cause and reporting gap-closure velocity.

Skills

Content engineering

Taxonomy design

Content verification workflows

AI retrieval writing

Analytical thinking

Cross-functional collaboration

Tools

Knowledge management systems

Job description

• Fin/AI agent operations (25%): manage resolution quality, deflection, topic configuration, and escalation-to-human design.
• Help Center content ownership (40%): ensure accuracy and AI-readiness of every published article, with accountability for every published word.
• The content flywheel (20%): triage AI-failure reports and turn them into published fixes, tracing root cause and reporting gap-closure velocity.

How Success Is Measured:

• Quality-adjusted automation rate: AI resolutions with no human takeover, no negative feedback, no reopen.
• Knowledge gap closure rate: speed from detected wrong/missing answer to published fix, weighted by impact.
• Operability: every critical system has current runbooks and a functioning second; no single point of failure.

What We're Looking For:

• 3–5+ years in support operations, knowledge management, or conversational AI operations with hands-on ownership of a production AI agent.
• Proven content engineer with experience in taxonomy, content verification workflows, and writing for AI retrieval.
• Strong analytical habits to trace root causes and collaboration as a first-class skill.

Working Style:

• Check in before investing significant time in adjacent work; surface risks as crisp recommendations.
• Measure impact by outcomes the team ships together rather than by territory.
• Build systems, not dependencies: document and train a second for every critical system.

15Five

15Five is an AI-powered performance management platform built for business impact. It is a high-performance, high-purpose remote startup with a focus on high standards and high support.