AI Operations Manager at Ncontracts

WHO WE ARE Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. Position Overview Drive the strategic implementation and optimization of AI-powered customer support solutions, combining conversation design expertise with knowledge management to deliver exceptional automated customer experiences. This role bridges technical AI implementation with business outcomes, ensuring our AI solutions achieve maximum impact on customer satisfaction and operational efficiency. Key Responsibilities AI Strategy & Implementation - Drive significant improvements in AI involvement rates, resolution rates, and customer satisfaction metrics - Develop and implement comprehensive AI and knowledge management strategies aligned with company goals - Lead end-to-end AI automation implementation from ideation through deployment - Partner with cross-functional teams to create roadmaps for AI agent optimization Conversation Design & Optimization - Design personalized, conversational AI flows that enhance customer experience - Leverage AI platforms (particularly Forethought Widget Agent) to create compelling conversational journeys - Rapidly prototype and test AI solutions using data-driven insights - Use historical data and customer feedback to continuously improve automation flows Knowledge Management & Content Strategy - Oversee creation and maintenance of AI-optimized content across all channels - Ensure content accuracy, relevance, and optimization for AI consumption - Develop content standards, style guides, and quality assurance processes - Design knowledge base articles that encourage self-service and reduce support volume Analytics & Performance Management - Analyze AI performance metrics to drive continuous improvement - Generate comprehensive reports on resolution rates, involvement rates, and CSAT - Use data-driven insights to identify opportunities and implement improvement - Track and optimize content performance through analytics tools Required Skills & Experience Core Requirements - 3+ years experience in customer support operations or AI implementation - 2+ years hands-on experience with AI platforms (Intercom, Forethought, Salesforce or similar) - Proven track record of driving measurable improvements through AI and automation - Strong understanding of conversational AI technology and best practices - Experience with content management systems and digital asset management - Minimum of 3 years of experience in data analytics, preferably in the software or financial services industry. Technical Competencies - Proficiency with AI and automation platforms - Knowledge base optimization for AI consumption - Project management tools (Monday.com [Upgrade to PRO to see link] Preferred Qualifications - Knowledge of machine learning and natural language processing - Certification in AI, project management, or related fields WE OFFER ALL FULL-TIME TEAM MEMBERS: - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more! *Part-Time, Temporary, Contractor, and Intern positions are not eligible for company benefits, including paid time off, health insurance, and other employee benefit programs. AAP/EEO Statement Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.