Senior Manager of AI Performance & Operations

Devoted Health; Waltham (MA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Comprehensive health plan

401K retirement plan

Lyra mental health resources

Generous vacation and holidays

Stock options

Job summary

Devoted Health is seeking a leader to shape AI-native quality and performance operations for frontline teams. You will monitor the quality of member interactions, turn signals into coaching, and drive improvements in both human and AI agent performance.

You will partner with frontline leaders, embed with teams, and build scalable QA systems that impact member experience, safety, and outcomes.

Qualifications

• 4+ years in high-ownership operator roles: startup strategy, biz ops, or internal tooling PM.
• People leadership experience: directly managed or mentored individuals or teams.
• Coaching mindset: translate AI insights into behavior change in frontline teams.
• Systems thinking: design frameworks that prevent recurring issues and enable feedback loops.
• Fluency with modern AI tools and platforms; adaptable and curious.
• Strong data fluency: justify decisions with data and surface actionable insights.

Responsibilities

• Build AI-powered quality monitoring systems that evaluate member interactions at scale.
• Embed with frontline teams and leaders to define quality and drive adoption.
• Own performance of high-volume frontline AI agents across voice and chat.
• Create coaching workflows that surface actionable feedback for leaders.
• Visualize data, criteria, coaching signals, and trends for timely decisions.
• Scale successful systems into reusable frameworks across teams and channels.

Skills

People leadership

Systems thinking

AI tools fluency

Data fluency

Quality mindset

Tools

AI platforms

Job description

• Devoted Health engages in millions of member interactions every year through a frontline organization of team members and AI agents spanning Member Service, Specialty Care Coordination, and Member Outreach, Sales and more
• The quality of those interactions is the mission. Every call, every outreach, every touchpoint is a moment where we either earn or lose a member’s trust. Getting this right at scale requires a fundamentally new approach
• You will build AI systems that monitor the quality of every member interaction and turn those signals into coaching and feedback that elevates both frontline team performance and frontline AI agent performance
• You will define what high performance looks like across these teams and AI agents and build the systems that ensure we hit our goals
• You will be a close thought partner to the leaders of our frontline teams, ensuring that every tool you build is adopted and helps them meaningfully improve performance
• This is a new role, and you will shape what AI-native quality and performance operations looks like for this organization
• Embed with frontline teams and their leaders to understand what quality looks like in practice: how members are engaged, where interactions break down, and how coaching happens (or doesn’t) today
• Own the performance of our highest volume frontline AI agents, across voice and chat, and continue to build out those agents to drive higher performance
• Build AI-powered quality monitoring systems that move the needle on our most important business outcomes. Evaluate member interactions in real time across millions of touchpoints, moving beyond pass/fail scoring to nuanced assessment of what actually matters for member experience, safety, and outcomes
• Build coaching workflows that surface actionable feedback to leaders at all levels immediately, making every interaction an opportunity to improve. Every key stakeholder should have an approach to action on results so that we’re getting better every day
• Visualize interaction data, evaluation criteria, coaching signals, and performance trends so the right insight reaches the right person at the right time, from rep to team lead to senior leader
• Scale what works. Turn successful systems into reusable frameworks that extend to new teams, interaction types, and channels. What works for Member Service should accelerate what you build for Specialty Care Coordination, Member Outreach, and our Clinician orgs
• Partner closely with frontline team leaders across levels, coaching them on how to use the tools you build, ensuring adoption, and iterating in real time in response to their feedback to drive value
• Oversee a small team of operators and agent builders that will drive performance across all frontline agents and teams

Benefits

• Comprehensive health plan
• 401K retirement plan
• Lyra mental health resources
• Generous vacation and holiday time
• Stock options

Exceptional communication: you tailor your style to move teams to action, from frontline guides to executives. You’re comfortable with ambiguity and take ownership of outcomes end to end4+ years in high-ownership operator roles: startup strategy, biz ops, consulting, or internal tooling PM. You have built and run systems that made organizations meaningfully more effective, and you move quickly to working prototypes on real data with real feedbackPeople leadership experience: you have directly managed, mentored, or grown individuals or teams, and you bring that lens to every cross-functional partnership. You know how to build trust quickly, give feedback that lands, and create the conditions for people around you to do their best workA coaching and enabling mindset: you work with frontline managers and quality leads to ensure AI-generated insights actually change behavior. You challenge assumptions, do what makes sense even when it’s unconventional, and care more about outcomes than creditSystems thinking: you move from solving a single issue to designing a framework that prevents an entire category of issues. You generalize your work and think in feedback loops, not isolated fixesFluency with modern AI tools and platforms, with an active practice of pushing their limits. You’re adaptive and curious — willing to learn, teach, lead, and followAn instinct for quality in human interactions: you translate intuition about what a good member experience feels like into structured criteria an AI system can apply at scale. You care deeply about doing what’s right for members and the teams serving themStrong data fluency: You self-serve analysis and reason from data rigorously: you know which numbers actually drive the business, can spot when a metric is misleading, and turn ambiguous data into clear insights on quality