Platform Intelligent Operation Manager - USDS

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
1. AI Training Data Pipeline Management
- Design annotation guidelines and quality assurance protocols tailored to US-specific conversational data
- Manage the end-to-end data processing pipeline
- Collaborate with Trust & Safety (TnS) teams to drive 90%+ annotation consistency across multiple labelers
2. Chatbot Performance Monitoring and Optimization
- Monitor real-time key metrics such as chatbot-to-human handoff rates, customer satisfaction scores (CSAT), and more
- Identify and diagnose performance issues using analytics platforms and tools
3. Localized Knowledge System Enhancement
- Adapt and refine knowledge base content to align with US cultural norms and user expectations

Qualifications

Minimum Qualifications:
- Bilingual proficiency in Mandarin, with the ability to communicate effectively with chatbot engineering teams based in China and to read and draft professional work documents in Chinese
- 2 or more years of experience in data operations (AI-related fields preferred)
- Hands-on experience with data annotation platforms and analytics tools (e.g., SQL, basic Python)
- Demonstrated ability to drive key metric improvements through process management
- Strong analytical skills with the ability to assess cases, structure operational improvements, and implement effective solutions
- Comfortable generating creative solutions, leveraging technology and tools to enhance both individual and team performance
- Deep interest in AI, human behavior, and user experience within customer service operations

Preferred Qualifications:
- Self-motivated, proactive, and positive, with the ability to thrive in a fast-paced environment and consistently meet deadlines
- Enthusiastic about continuous learning and passionate about multi-intelligent operations in customer support
- Experience in chatbot performance optimization and tuning
- Familiarity with using generative AI technologies (e.g., GPT-assisted FAQ generation) for knowledge base development and maintenance
- Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $110000 - $170000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.