AI Operations Lead – Customer Service Product

About the role

The AI Operations Lead for the Customer Service product will own the end‑to‑end performance of Bolt’s AI support agent across a defined vertical and persona. You will be responsible for continuously improving the Automation Resolution Rate by analysing failure points and turning insights into measurable enhancements.

Key responsibilities

• Monitor AI agent performance across verticals and markets using coverage, success rates, escalation patterns and quality signals to identify improvement opportunities.
• Run the AI Operations cadence, coordinating Program Managers, tracking actions to completion and surfacing cross‑functional blockers.
• Own the issue‑level automation portfolio and reporting framework, ensuring clear visibility into coverage, performance, blockers and quality trends.
• Define consistent standards for effective customer resolutions that inform AI evaluations, routine quality and acceptance criteria.
• Translate patterns from customers, CS agents and vertical teams into actionable improvement requests.
• Coordinate cross‑functional initiatives covering knowledge content, policies, compliance, BPO quality and operational processes.
• Develop AI Operations Program Managers by establishing clear working standards and improving escalation handling.

Required profile

• Proven experience working at the intersection of AI systems and operational processes.
• Strong analytical mindset with the ability to turn data insights into concrete product improvements.
• Excellent collaboration skills to work with Product, Engineering, Legal, Compliance and vertical teams.
• Ability to manage complex, cross‑functional programs and drive them to completion.

Required skills