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Bumble Inc. is seeking an Operations Specialist, AI Enablement to join the CX & Trust team. This role focuses on evaluating AI-powered customer interactions and automated moderation decisions to ensure they align with Bumble's policies, processes, and quality standards while supporting the company's mission to create healthy and equitable relationships.
Key Responsibilities:
- Conduct quality reviews of AI-powered customer conversations and automated moderation decisions against Bumble's community policies and quality standards
- Analyze policy enforcement gaps and nuanced cases, identifying inconsistencies or misalignments and surfacing actionable insights
- Perform accurate case labelling to support AI model training, evaluation pipelines, and quality benchmarking
- Review and maintain golden sets that provide reliable ground truth for assessing AI quality, accuracy, and precision
- Report quality issues through established workflows with clear documentation and actionable feedback
- Collaborate with the AI Performance & Enablement Manager on scoring consistency, calibration, and opportunities to strengthen AI reliability
- Identify patterns and share learnings to improve AI accuracy, customer satisfaction, and operational efficiency
- Use QA platforms and AI-supported tools (Cinder, Zendesk QA, internal assessment tooling) to monitor quality and understand AI behavior, reviewing outputs critically for accuracy, bias, privacy, and fairness
About Bumble Inc.:
Bumble Inc. is the parent company of Bumble Date, BFF, and Badoo. Founded by Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center. The platform enables people to build healthy relationships through Kind Connections, with BFF serving as a friendship app and Badoo as a pioneering web and mobile dating product.
Requirements:
- 1+ years of experience (alternative backgrounds demonstrating equivalent skills welcome)
- Experience or transferable skills from Trust & Safety, content moderation, Customer Experience, quality assurance, or fast-paced policy-driven environments
- Sharp eye for detail with ability to objectively evaluate conversations and moderation decisions against established policies and quality standards
- Familiarity with conversational AI systems, chatbots, automated moderation, or AI-supported workflows, with curiosity to learn system limitations and how human judgment improves effectiveness
- Understanding of or motivation to learn QA practices such as case labelling, calibration, consistent scoring, golden-set evaluation, and documentation
- Comfort learning digital tools and platforms; ability to identify patterns from data and quality insights while adapting to evolving systems and priorities
- Strong collaboration skills, ownership of deliverables, and ability to see work through from insight to impact
- Thoughtful and responsible approach to AI, assessing outputs for accuracy, bias, privacy, and fairness rather than relying on them without review
