Manager, AI Quality Optimization

Ballast; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

A leading investment firm is seeking a dynamic Manager, AI Quality Optimization to support their AI platform. This role is critical for ensuring SOP compliance, data integrity, and workflow verification. The ideal candidate should have 3-5 years of experience in auditing or related fields, a Bachelor's degree in business or a related area, and strong data analytic and communication skills. Responsibilities include conducting audits, optimizing processes, and producing detailed reports for leadership. Experience with Palantir and tools like Monday.com is preferred.

Qualifications

• 3-5 years’ experience in Auditing, Quality Assurance, Operations, Facilities or Property Management, Customer Service, Asset Management, or related field.
• People management experience is a plus.

Responsibilities

• Become intimately familiar with our cutting-edge AI platform, Palantir.
• Optimize and revamp the current pipeline for in-house audits.
• Conduct routine and randomized property-level operations audits.
• Identify process drift, workaround, and failure points within current systems.
• Create a scoring framework for audit findings and document them.
• Ensure internal SOPs are reflected in system behavior.
• Evaluate resident service delivery through SLAs and other metrics.
• Identify patterns of friction and recommend operational changes.
• Produce fact-based, evidence-backed reporting for leadership.

Skills

Strong data analytic skills

Technically proficient in Monday.com, Happy Co, and Zendesk

Experience with Palantir’s Foundry is a plus

Verbal and written communication skills

Solid organizational skills

Ability to communicate with internal and external teams

Comfortable delivering evidence-based feedback

Education

Bachelor’s degree in Business, Economics, Real Estate, Information Technology

Tools

Monday.com

Happy Co

Zendesk

Job description

Ballast (“Ballast” or “The Company”) is seeking a Manager, AI Quality Optimization to support our rapidly growing AI platform we are building with Palantir. The Manager, AI Quality Optimization will play a crucial role in ensuring SOP compliance, data integrity, and property operation workflow verifications. The ideal candidate is dynamic and detail-oriented with the ability to collaborate with various in-house and external teams. This role functions independently from the property management team. The Manager, AI Quality Optimization is responsible for identifying gaps, driving accountability, and ensuring follow-through across our advanced AI systems, teams, and workflows.

Primary Responsibilities

• Become intimately familiar with our cutting-edge AI platform, Palantir
• Optimize and revamp the current pipeline for in-house audits
• Conduct routine and randomized property-level operations audits and collaborate with various cross-departmental professionals
• Maintain a formal project timeline in accordance with operational change control
• Identify process drift, workaround, and failure points within current systems
• Create a scoring framework for audit findings; document audit findings based on severity, risk, root cause analysis, and required remediation tactics
• Create, maintain, and audit SOPs to ensure compliance with internal, local, and state regulations; ensure internal SOPs are followed and reflected in system behavior
• Partner with operations, systems, and analytics team members to correct process drift
• Evaluate resident service delivery through SLAs, first-contact resolution rates, escalation frequency and triage flowcharts
• Audit centralized tenant communication ticketing platform for service quality and compliance
• Identify patterns of friction with internal systems and external communication; recommend operational changes for improvement
• Identify non-compliance, breakdowns in execution, or missed follow-through; escalate findings with clear remediation and expectations
• Produce fact-based, evidence-backed reporting for leadership

Minimum Requirements and Qualifications

• 3-5 years’ experience in Auditing, Quality Assurance, Operations, Facilities or Property Management, Customer Service, Asset Management, or related field
• Bachelor’s degree in Business, Economics, Real Estate, Information Technology or a related field
• People management experience is a plus

Key Skills and Competencies

• Strong data analytic skills
• Technically proficient in Monday.com, Happy Co, and Zendesk
• Experience with Palantir’s Foundry is a plus
• Professional presence
• Verbal and written communication skills
• Solid organizational skills and multitasking capability
• Ability to communicate with internal and external teams via phone / email promptly
• Proven experience enforcing standards across teams
• Comfortable delivering direct evidence-based feedback to Senior Leadership
• Ability to give direct, objective based feedback to hold teams accountable while maintaining cross-functional relationships

Ballast Investments is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, and we prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Ballast Investments is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.