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Sensi.AI is seeking a Project & Operations Manager to lead their Human-in-the-Loop (HITL) Operations team, which sits at the critical intersection of AI product quality, customer experience, and go-to-market strategy. This is a working-manager role responsible for ensuring that AI outputs meet quality standards and continuously improve based on real-world performance.
You will manage a team of Project Coordinators and a Project Coordinator Lead, owning the day-to-day operational rhythm and serving as the bridge between your team and the Product Manager. Your team's core responsibilities include reviewing AI-generated interactions with clients to flag errors and inconsistencies, surfacing insights and patterns to the Product team for model improvement, handling human escalations when clients need direct support, managing CRM data quality, and driving process improvements.
Key responsibilities include:
- Leading, coaching, and developing the Project Coordinator Lead and broader team, including workload distribution, performance management, and career growth
- Acting as the primary connector between the HITL team and Product Manager, translating strategic priorities into execution and surfacing risks early
- Monitoring day-to-day output quality and volume; identifying and resolving bottlenecks before escalation
- Planning team overhead including staffing levels, capacity planning, and workload balancing as volume shifts
- Tracking and reducing operational costs across team workflows and tooling
- Building and launching new operational initiatives with hands-on support during product feature rollouts
- Maintaining process documentation for consistency and efficient onboarding
- Reporting regularly on team performance, capacity, and cost to leadership
- Serving as the operational product expert, leading investigations when issues arise and communicating findings to stakeholders
This role requires someone who can balance people leadership with process building and operational strategy, while maintaining deep understanding of how the product works end-to-end.
