Remote Senior Manager, BPO Operations & AI Automation

Owl Ventures; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical benefits

401(k) with company matching

Flexible time off

Stock options

Opportunity to help children

Job summary

Amira Learning is hiring its first Senior Manager, BPO Operations & AI Automation to own the day-to-day performance of our offshore support function. You will manage a 10-person BPO team, hold our vendor partner accountable to SLAs, run a rigorous QA cadence, and ensure every educator and IT administrator who contacts Amira gets a fast, accurate, and empathetic response.

You will also serve as Amira’s operational champion for AI-assisted support workflows, identifying where automation and

Qualifications

• 5+ years managing offshore or nearshore BPO vendor relationships in a SaaS or tech-enabled services environment.
• Proven track record running QA frameworks, calibration cadences, and agent performance management for contractor teams you don’t directly employ.
• Experience owning support operations reporting: daily summaries, weekly performance reports, and monthly SLA analysis.
• Comfortable navigating matrix organizations.
• Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Intercom).
• Practical familiarity with AI-assisted support tools or support workflow automation.

Responsibilities

• Own vendor performance, team quality, SLA attainment, and the growing portfolio of workflows that are making our support operation faster and smarter.
• Lead QA and calibration cadences and monitor agent performance.
• Build and ship AI-driven support workflows and MCP integrations with internal teams.

Skills

Vendor management

QA frameworks

AI tooling

BPO operations

Escalation handling

Tools

Zendesk

Freshdesk

Intercom

Job description

Amira Learning is hiring its first Senior Manager, BPO Operations & AI Automation to own the day-to-day performance of our offshore support function. You will manage a 10-person BPO team, hold our vendor partner accountable to SLAs, run a rigorous QA cadence, and ensure every educator and IT administrator who contacts Amira gets a fast, accurate, and empathetic response.

You will also serve as Amira’s operational champion for AI-assisted support workflows, identifying where automation and