SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 112,500 - 140,000 / annual
Zocdoc is seeking a Senior AI Support Operations Manager to lead the design and scaling of AI-powered customer support across chat, voice, and email channels. This is a first-of-its-kind role created at a pivotal growth moment as the company invests in smarter support operations.
You will own the full lifecycle of AI-powered support workflows, including design, configuration, testing, and ongoing optimization using platforms like Forethought AI. Your responsibilities include identifying and implementing automation opportunities to reduce friction and improve both customer and agent experiences, while establishing quality standards and review processes to ensure AI interactions meet brand expectations.
You'll partner cross-functionally with Product, Engineering, CX, Analytics, and external AI vendors to translate emerging capabilities into pilots, experiments, and scalable rollouts. You'll monitor and drive performance across key metrics including containment, deflection, CSAT, and productivity, taking action when results fall short. Leveraging generative AI tools, you'll continuously improve response quality and operational efficiency.
The ideal candidate has 5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar roles. You should have hands-on experience implementing and optimizing AI-powered support tools and working within CRM platforms. You'll translate support processes and SOPs into scalable, system-driven workflows and have proven ability to own and improve performance metrics. Experience managing external vendors or AI platform partners and influencing product direction is valued. Excellent cross-functional communication and stakeholder management skills, combined with a strong sense of ownership and bias to action, are essential.
Zocdoc offers a flexible hybrid work environment at their Soho location, unlimited vacation, 100% paid employee health benefits, commuter benefits, 401(k) with employer match, corporate wellness, sabbatical leave for 5+ year employees, competitive paid parental leave, and catered lunch daily.
