Note: The job is a remote job and is open to candidates in USA. Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by treating every person like family. The Associate Director, AI Performance & Operations will build AI systems to monitor and enhance the quality of member interactions, ensuring effective coaching and performance improvements across frontline teams and AI agents.
Responsibilities
- 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
Skills
- 7+ years in high-ownership operator roles: startup strategy, biz ops, consulting, or internal tooling PM
- People leadership experience: you have directly managed, mentored, or grown individuals or teams
- Fluency with modern AI tools and platforms, with an active practice of pushing their limits
- Systems thinking: you move from solving a single issue to designing a framework that prevents an entire category of issues
- An 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
- A coaching and enabling mindset: you work with frontline managers and quality leads to ensure AI-generated insights actually change behavior
- Exceptional communication: you tailor your style to move teams to action, from frontline guides to executives
Benefits
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
- Parental leave program
- 401K program
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
Company Overview
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