Senior AI Support Operations Manager

Our MissionHealthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.Your Impact on our MissionAs an AI Support Operations Manager, you’ll play a meaningful role in evolving how we deliver customer support by using AI to create more efficient, high-quality experiences. This is a first-of-its-kind role at Zocdoc, created at a pivotal moment in our growth as we invest in smarter support operations. You’ll own how AI is designed and scaled across chat, voice, and email, helping automate repetitive work so our teams can focus on complex, human-centered interactions. Your work will directly impact customer satisfaction, team productivity, and our ability to grow efficiently. You’ll partner across teams to turn emerging AI capabilities into real, measurable outcomes. Beyond optimizing workflows, you’ll help build a more thoughtful and scalable support experience. If you’re excited to drive innovation while elevating the human side of support, this is a unique opportunity to make a lasting impact.You’ll enjoy this role if you are…Personally motivated by improving customer experiences through innovation and thoughtful application of AIAutonomous, urgent, and creative. You genuinely love solving complex operational problems and turning ambiguity into scalable solutionsHighly analytical and detail-oriented, with a strong instinct for identifying optimization opportunities in workflows and systemsPassionate about emerging technologies, especially AI, and their potential to transform customer supportA cross-functional collaborator who thrives working with Product, Engineering, CX, and external partnersThe kind of person who proactively identifies opportunities for improvement and takes ownership of driving them forwardYour day to day is…Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AIIdentifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiencesBuilding and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendorsMonitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall shortEstablishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectationsTranslating emerging AI capabilities into pilots, experiments, and scalable operational rolloutsLeveraging generative AI tools and technologies to continuously improve response quality and operational efficiency You’ll be successful in this role if you have…5–7 years of experience, including 3–5 years in customer support operations, CX tooling, or similar rolesHands-on experience implementing and optimizing AI-powered support tools (e.g., Forethought AI) and working within CRM platformsExperience translating support processes and SOPs into scalable, system-driven workflows and automationsProven ability to own and improve performance metrics such as CSAT, containment, deflection, and productivityExperience partnering cross-functionally with Product, Engineering, CX, and Analytics to deliver operational solutionsExperience managing external vendors or AI platform partners and influencing product directionExcellent communication and stakeholder management skills, with the ability to work effectively across technical and non-technical teamsA strong sense of ownership and bias to action, with a passion for applying AI and automation to improve customer and agent experiences Benefits:Flexible, hybrid work environment at our convenient Soho locationUnlimited Vacation100% paid employee health benefit options (including medical, dental, and vision)Commuter Benefits401(k) with employer funded matchCorporate wellness program with WellhubSabbatical leave (for employees with 5+ years of service)Competitive paid parental leave and fertility/family planning reimbursementCell phone reimbursementCatered lunch everyday along with beverages and snacksEmployee Resource Groups and ZocClubs to promote shared community and belongingGreat Place to Work CertifiedZocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.NYC Base Salary Range$132,300—$170,000 USDAbout usZocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by oursix core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.Job Applicant Privacy Notice