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Mercor is an AI data company that organizes human expertise to power frontier AI models. The company operates a platform where millions of domain experts contribute to training AI systems, generating over $4 million in daily payments. Mercor Enterprise extends this infrastructure to Fortune 500 companies, capturing expert workflows and translating them into AI agents.
As Product Operations Manager on the Talent Experience team, you'll bridge Product, Engineering, Operations, and the expert community that powers Mercor's platform. You'll own the operational systems that enable expert support at scale, serving as the voice of experts within the Product organization.
Key responsibilities include:
- Owning the expert feedback loop: collecting signal from satisfaction surveys, support conversations, and agent transcripts; categorizing by driver and account; prioritizing by volume and severity; routing to appropriate teams; and closing the loop back to experts.
- Translating support signal into product requirements: acting as the channel between frontline specialists and product builders, ensuring recurring failures become roadmap items rather than standing workarounds.
- Managing the data layer for expert experience: enforcing data quality, enabling the team to access metrics without analyst bottlenecks, and reporting on what moved and why.
- Running the tool stack: selecting, integrating, and administering support platforms, AI agents, internal admin surfaces, and reporting tools; measuring adoption; training the team; and retiring underutilized tools.
- Enabling experimentation: setting up data and tooling to test hypotheses across the expert lifecycle—onboarding friction, communications nudges, assessment drop-off—and measuring outcomes.
- Driving Talent Success operations: working day-to-day with a distributed team of account-aligned specialists covering major accounts; setting operating cadence; maintaining quality standards; and managing support queue throughput as scope grows.
You'll thrive in ambiguous environments, take ownership from problem definition through execution, and excel at cross-functional communication. This is a hands-on, systems-building role focused on fixing the process that produced ten tickets rather than closing the ten tickets individually.
