Senior AI Quality & Frontline Performance Lead

Devoted Health; United States; Remote; USD 111,000 - 174,000; Full time

Benefits offered by this job

Health plan

Paid time off

Stipend

Stock options

Bonus eligibility

Parental leave

401K

Job summary

Devoted Health is seeking an experienced leader to build AI-powered quality monitoring systems for frontline interactions across voice and chat. You will partner with frontline teams to define what high performance looks like and shape AI-native quality and performance operations.

The role focuses on turning real-time signals into coaching, dashboards, and scalable frameworks that improve member experience, safety, and outcomes.

Qualifications

• 4+ years in high-ownership operator roles
• People leadership experience
• Fluency with modern AI tools and platforms
• Strong data fluency: self-serve analysis and data-driven reasoning
• Systems thinking: design feedback loops and scalable frameworks
• Instinct for quality in human interactions and member experience
• Coaching mindset to drive behavior change
• Exceptional communication, able to lead across levels

Responsibilities

• Embed with frontline teams to understand quality in practice and coaching today.
• Own the performance of high-volume frontline AI agents across voice and chat.
• Build AI-powered quality monitoring systems with real-time evaluation.
• Create coaching workflows delivering actionable feedback to leaders at all levels.
• Visualize interaction data, criteria, coaching signals, and performance trends.
• Scale successful systems into reusable frameworks for multiple teams and channels.
• Partner with frontline leaders to drive adoption and iterate in real time.
• Oversee a small team of operators and agent builders.

Skills

Operator roles

People leadership

AI tools fluency

Data fluency

Systems thinking

Quality in interactions

Coaching mindset

Communication

Job description

Devoted Health is seeking an experienced leader to build AI-powered quality monitoring systems for frontline interactions across voice and chat. You will partner with frontline teams to define what high performance looks like and shape AI-native quality and performance operations.

The role focuses on turning real-time signals into coaching, dashboards, and scalable frameworks that improve member experience, safety, and outcomes.