AI Operations Manager

Role Description

Clutch builds AI agents that work on behalf of credit unions — starting with Emma, our AI collections agent. In a recent deployment, Emma handled 60,000+ conversations with members in her first twelve weeks on the job — roughly 24 collector-years of work, delivered with a consistency no human team can match. As AI Operations Manager, you will own the full post-sale journey for these agents.

• Design each agent's behavior with the credit union (conversation design, escalation rules, negotiation boundaries, tone).
• Run live testing and drive go-live.
• Own ongoing performance: monitoring results, catching drift, and proving outcomes in executive business reviews.
• Provide strong, opinionated recommendations for agent behavior based on past deployments.
• Build playbooks, defaults, monitoring infrastructure, and eventually the team.

What You’ll Do

Within 1 month, you will:

• Become an expert in how credit unions operate and how a collections department runs day to day.
• Learn Emma end-to-end: system prompt architecture, full configuration surface, and implementation process.
• Shadow active implementations and live customer deployments.
• Map the current post-sale journey and identify areas for improvement.

Within 3 months, you will:

• Own Emma implementations end-to-end as the customer's single point of contact.
• Monitor post-go-live performance for live accounts.
• Codify Clutch's implementation defaults for every engagement.
• Stand up the operating infrastructure for the function.

Within 6 months, you will:

• Run the full post-sale book for Emma independently.
• Extend the operating model to the next agents in the portfolio.
• Define the hiring plan and role design for scaling the function.
• Operate as the field-intelligence engine for the agent business.

Qualifications

• 5+ years in management consulting, business operations, or a comparable structured problem-solving role in a fast-paced environment, preferably in SaaS and/or Fintech.
• A recommendation posture: comfortable telling a C-level executive "here's what we think you should do."
• End-to-end execution ownership: ability to run complex, multi-stakeholder projects to completion.
• Genuine AI fluency and curiosity: hands-on comfort working with LLM-based products.
• A builder's instinct: ability to turn tribal knowledge into playbooks and tooling.
• Executive presence: you will be the face of Clutch's AI agents to credit union leadership.

Requirements

• Collections experience, credit union or banking background, or software engineering skills are nice to have but not required.

Benefits

• Remote Flexibility: Enjoy the freedom of remote work from anywhere.
• Unforgettable Off-Sites: Bond with colleagues in exciting destinations twice a year.
• Paid Time Off: Enjoy flexible PTO days yearly.
• Stock Options: Receive stock options as part of your compensation package.
• Home Office Setup: Dedicated budget for home office essentials.
• Work Trip Budget: Budget for work-related trips and co-working.
• Health Coverage: Comprehensive health and dental insurance plans.