# AI Operations Specialist

**Company**: EarnIn
**Location**: Mountain View, US
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $85,000 - $100,000
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/earnin/jobs/8186599?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6e850bab-1fd

## Description

We are seeking a thoughtful, analytical, and technically curious AI Operations Specialist to help scale and operationalize Agent AI across Customer Care.

This is not an engineering role and not a traditional operations role. AI Operations Specialists sit at the intersection of AI systems, frontline support expertise, and operational rigor - ensuring our AI agents deliver accurate, high-quality resolutions at scale.

In this role, you will be responsible for defining how Agent AI behaves in real-world scenarios by creating and maintaining AI Operating Procedures (AOPs/SOPs), evaluating AI performance through structured QA, and driving iteration loops with Product, Engineering, and external vendors.

**Responsibilities**

### AI Operating Model & SOP Development (35%)

- Design and maintain detailed AI Operating Procedures (AOPs/SOPs) that define how Agent AI should behave across supported use cases.

- Translate human-agent judgment into structured system logic, mapping actions, edge cases, and expected outcomes.

- Inspect and reference APIs, system actions, and integration flows directly within documentation.

- Continuously update SOPs as product functionality and use cases evolve.

### AI Quality Assurance & Performance Improvement (35%)

- Define and execute QA frameworks to evaluate containment, accuracy, and resolution quality across vendor bots, internal bots, and LLM-based systems.

- Identify failure modes, escalation drivers, and judgment gaps.

- Partner with Product, Engineering, and vendors to iterate on performance and improve customer experience.

- Enable and calibrate human QA teams evaluating Agent AI at scale.

### AI Analytics & Operational Insights (20%)

- Build and maintain dashboards tracking key AI metrics (e.g., containment rate, accuracy, escalation rate).

- Analyze trends and surface actionable insights to guide prioritization and iteration.

- Use data to inform readiness decisions and highlight performance risks.

### Cross-Functional Execution (10%)

- Participate in daily standups with Product and Engineering to align on priorities and iteration loops.

- Provide structured operational feedback to vendors and internal stakeholders.

- Support release readiness discussions and post-launch performance reviews.

**Requirements**

- A college degree or equivalent qualification.

- Three to five years of relevant experience in operations, QA, product operations, support tooling, or adjacent roles.

- A curious, proactive, and entrepreneurial mindset with strong problem-solving skills grounded in critical thinking and common sense.

- Demonstrated ability to reason through complex systems and translate human judgment into structured processes.

- Comfort working with APIs, system actions, and technical documentation (without being an engineer).

- Strong analytical skills and experience working with performance metrics and dashboards.

- Willingness to roll up sleeves and actively participate in execution-heavy work.

- Excellent interpersonal skills and empathy for customers.

- Strong organizational skills and comfort leading workstreams involving Product, Engineering, QA, and external partners.

- Willingness to travel internationally: This role requires travel up to once per quarter to BPO sites supporting AI QA operations.

## Skills

### Required
- AI Operations
- QA
- Product Operations
- Support Tooling
- APIs
- Technical Documentation
- Data Analysis
- Problem-Solving

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/earnin/jobs/8186599?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)