AI Managed Services, Manager - Eltropy

We are searching for an experienced AI Managed Services, Manager to lead and mentor a team of 5-10 staff, fostering a culture of performance excellence, accountability, and collaboration.

Roles & Responsibilities:

• Oversee the maintenance and optimization of multiple chat and voice AI bots, both generative AI and legacy AI, ensuring they meet high standards of functionality and performance.
• Oversee the maintenance and optimization of AI services such as a knowledge assistant engine and Conversational Intelligence
• Monitor and manage key performance indicators (KPIs), including containment rates, user satisfaction scores, and AI responsiveness, to ensure optimal customer interactions.
• Implement quality control measures to guarantee the accuracy, reliability, and consistency of AI bot responses.
• Collaborate with engineering and product teams to identify and address areas for improvement in AI bot performance.
• Ensure AI-managed services align with the needs of Community Financial Institutions (CFIs), enhancing customer satisfaction and engagement.
• Act as a liaison between the AI Managed Services team and key stakeholders, providing regular updates on performance metrics, challenges, and opportunities for improvement.

What You Offer:

• Minimum of 5 years in a management role, preferably within an AI, fintech, or customer service environment. Experience managing a team responsible for delivering quality AI products is highly desirable. Experience managing an international team
• Strong understanding of AI technology, including generative AI, legacy bots, and AI data analytics. Experience with chat and voice AI solutions is a plus.
• Financial Institution Knowledge is strongly preferred.
• Proficient in analyzing data and performance metrics to make informed decisions and drive improvements.
• Demonstrated ability to lead, mentor, and motivate a diverse team to achieve high-performance standards.
• Excellent communication skills, with the ability to articulate complex technical information to non-technical stakeholders.

Tools and software:

• Google Suite
• Voiceflow
• Microsoft Office
• Jira Service Management

Performance Goals:

• Missed intents
• Containment
• Customer CSAT
• End User CSAT

About Eltropy (www.eltropy.com)

Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

• Customers are our North Star
• No Fear - Tell the truth
• Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.