Director, AI Managed Services

Spotlight's Research & Intelligence team operates a Managed Services practice that configures, maintains, and optimizes AI visibility monitoring infrastructure for B2B technology clients. The work is centered on the Profound platform (tryprofound.com) and includes prompt universe management, automated agent workflows, Knowledge Base maintenance, data delivery, and ongoing optimization. The Director of AI Managed Services runs this practice. You are responsible for the operational playbook, the quality of every data output, the development of the team underneath you, and the client experience across the portfolio. You report to the VP who champions Spotlight's AI Influence practice. Responsibilities Build and maintain the Managed Services operating playbook: onboarding workflows, service tier definitions, SLAs, delivery cadence, escalation paths, QA checklists. Oversee platform configuration and ongoing management of client environments in Profound, including prompt universe setup, agent workflows, Knowledge Bases, and scheduled data pulls. Establish and enforce data quality standards across the delivery pipeline. Every output — prompt response data, agent alerts, scoring inputs, citation exports — must meet methodological standards before it reaches the analyst and consultant workflow. Hire, train, and manage a team of AI Configuration Specialists and Coordinators. Define role expectations, build training materials, run performance reviews, and plan capacity against client growth. Serve as the senior operational contact for Managed Services clients. Lead onboarding, set delivery expectations, conduct service reviews, handle escalations, and manage renewals. Partner with configuration specialists to build and maintain Spotlight's agent library: citation velocity tracking, prompt universe expansion, displacement risk monitoring, and other automated workflows. Inform capacity planning and commercial decisions: how many clients each team member can support, when to hire, where automation can extend capacity, and how to structure service tiers and pricing. Requirements 5–8 years in a service delivery, managed services, or client operations leadership role within a technology-enabled B2B services environment. Direct experience building or scaling a multi-client managed service, including defining onboarding processes, service tiers, SLAs, QA workflows, and team operating procedures. Experience managing 3+ direct reports in a delivery or operations context, including hiring and performance management. Background in one or more of the following: SEO/AEO agency operations, marketing technology consulting, competitive intelligence or media monitoring services, analytics or BI managed services, or marketing operations consulting. Comfort working with data platforms and monitoring tools. You need to understand how platform configurations translate into client deliverables and where data quality problems originate. Strong written and verbal communication skills. The role is client-facing and leadership-facing. Proficiency in Excel. Familiarity with data visualization or BI tools (Sigma, Tableau, Power BI) preferred. Preferred Experience with or demonstrated interest in AI, large language models, and how generative AI is changing B2B buyer behavior. Experience with AI visibility, AEO, or GEO platforms or services. Experience building operational playbooks or SOPs that are still in active use. Spotlight is an equal-opportunity employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. #J-18808-Ljbffr Spotlight