Amiralearning
Senior Manager, Support Operations (AI & BPO)
Remote-US · Senior · Full-time
Sponsorship not specifiedDetected 42 days ago
RESTData AnalysisLLMsAgentic AISalesforceCRMPerformance ManagementCustomer SupportZendeskResearchMentoring
About the role
- We are not hiring a BPO manager who is curious about AI.
- The BPO team is one of the things they operate, alongside and through these AI surfaces.
- Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic
Responsibilities
- Senior Manager, Support Operations (AI & BPO)
- As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction, and delivers 1:1 tutoring.
- Amira's Support function is small, the BPO partner is mid-onboarding, and our chatbot needs work.
- The right person treats every operational question - staffing, QA, escalations, knowledge gaps - as something to investigate with data and improve with code, not something to manage through spreadsheets and meetings.
Requirements
- You have hands-on experience writing prompts as a working practice - for production systems, not personal experiments
- You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent
Skills
- Personalize agent-assist responses with customer context pulled from CRM and product data
- Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns
Benefits
- About Amira Learning
- Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI.
- Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers.
Company info
- We are hiring someone for whom AI is the substance of the work - writing prompts, building agent-assist tooling, analyzing tickets at scale, integrating systems with MCP, and continuously improving how our chatbot deflects and resolves.
- We are hiring a Senior Manager, Support Operations to own end-to-end frontline support - Tier 0 (our AI chatbot) and Tier 1 (our BPO team) - and to operate the whole thing as an AI-native function.
Apply directly at Amiralearning →Create a free account for alerts like thisView Amiralearning immigration profile
This listing is sourced directly from Amiralearning's careers page and normalized into a canonical job model.