SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 85,000 - 100,000 / annual
EarnIn is seeking an AI Operations Specialist to operationalize Agent AI across its Customer Care function. This hybrid role (2 days/week in Mountain View) sits at the intersection of AI systems, support expertise, and operational rigor—not a traditional engineering or operations role, but a specialized function focused on ensuring AI agents deliver accurate, high-quality resolutions at scale.
Key responsibilities include:
**AI Operating Model & SOP Development (35%):** Design and maintain detailed AI Operating Procedures (AOPs/SOPs) that define how Agent AI should behave across supported use cases. Translate human-agent judgment into structured system logic, mapping actions, edge cases, and expected outcomes. Inspect and reference APIs, system actions, and integration flows directly within documentation. Continuously update SOPs as product functionality and use cases evolve.
**AI Quality Assurance & Performance Improvement (35%):** Define and execute QA frameworks to evaluate containment, accuracy, and resolution quality across vendor bots, internal bots, and LLM-based systems. Identify failure modes, escalation drivers, and judgment gaps. Partner with Product, Engineering, and vendors to iterate on performance and improve customer experience. Enable and calibrate human QA teams evaluating Agent AI at scale.
**AI Analytics & Operational Insights (20%):** Build and maintain dashboards tracking key AI metrics (e.g., containment rate, accuracy, escalation rate). Analyze trends and surface actionable insights to guide prioritization and iteration. Use data to inform readiness decisions and highlight performance risks.
**Cross-Functional Execution (10%):** Participate in daily standups with Product and Engineering to align on priorities and iteration loops. Provide structured operational feedback to vendors and internal stakeholders. Support release readiness discussions and post-launch performance reviews.
You will operate as part of a cross-functional task force with Product and Engineering, reporting into Care Innovation leadership. The role requires travel up to once per quarter to BPO sites supporting AI QA operations.
Required qualifications: college degree, 3–5 years of relevant experience in operations, QA, product operations, support tooling, or adjacent roles. Strong analytical skills, comfort with APIs and technical documentation (without being an engineer), ability to reason through complex systems, and excellent interpersonal skills. Entrepreneurial mindset, proactive problem-solving, and empathy for customers are essential.
