Support AI Manager

Overview

Support AI Manager to lead and safeguard the quality of AI-powered support bots. Own bot building and ongoing monitoring/testing while staying hands-on to validate builds against specs and catch issues before customers see them.

What you'll do

• Manage and grow the bot building team and bot quality/monitoring team.
• Personally review bot builds and version deployments against approved ERDs and PRDs.
• Define and own the testing cadence (pre-launch UAT, regression testing, live bot audit scope/frequency).
• Run the quality/monitoring to roadmap feedback loop and ensure issues reach the CX AI Product Manager and build lead quickly.
• Consolidate feedback in a structured, tracked, and escalated format.
• Act as primary escalation point for spec mismatches or quality issues and work with teams to resolve them.
• Use bot performance metrics to spot systemic quality issues and improve processes.

What you'll need

• 4+ years managing a team, ideally across more than one function/workstream.
• Hands-on experience designing/building/QA for AI-driven voice, chat, or email bots with technical depth to evaluate builds.
• Experience partnering within a product pod or similar cross-functional product team structure with a product manager.
• Process orientation to define and own testing/monitoring cadence from scratch.
• Detail-oriented problem-solving with a track record leading teams through issue resolution.
• Excellent communication to translate technical quality issues for technical and business stakeholders.

Nice to have

• Experience with support bot platforms (Forethought, Ada, Sierra, Decagon) is a strong plus.

Details

• Location: Bangalore, India.