AI Operations Lead
A critical role responsible for owning day-to-day AI Agent performance, tracking quality, tuning behavior, prioritizing fixes, and driving continuous iteration. This person ensures the AI Agent constantly improves and maintains clear accountability for AI system performance.
Core Responsibilities
The AI Operations Lead is responsible for making the AI Agent better. This involves:
- Reviewing resolution trends and identifying where the system is underperforming
- Making targeted updates to content, configuration, and behavior
- Coordinating with product and engineering on systemic blockers
- Setting improvement priorities, targets, and timelines
Why This Role Is Critical
Without clear ownership, AI performance plateaus. One of the most common reasons AI Agent effectiveness stalls is ambiguity—when no one owns how the AI performs, feedback gets lost, issues linger, and improvements never happen. The AI Operations Lead ensures someone has both the responsibility and authority to drive change.
This role typically sits within support operations or evolves from an existing position. The title matters less than having a single person accountable for AI Agent performance with the mandate to make it better. They're often promoted from support operations roles, bringing deep understanding of workflows, systems, and tooling combined with strong analytical and cross-functional coordination skills.