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Senior Account Manager (Customer Support)- Jasper, IN
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Senior Manager, AI Performance & Operations

Devoted Health -
Remote

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Job Details

Full-time
$110,000 - $172,000 a year

Benefits

Internet reimbursement
Stock options
Dental insurance
401(k)
Paid time off
Parental leave
Vision insurance

Qualifications

AI models
Regression testing implementation
Performance optimization
Tooling
Testing and evaluation
AI platforms (beyond public GPTs)
Machine learning projects
Prompt engineering
Model deployment
Strategic communications
Cross-functional collaboration
Model evaluation
Cross-functional communication

Full Job Description

Job Description

A bit about this role:

As a Senior Manager, AI Performance & Operations, you will own the production performance and continuous improvement of Devoted’s core agentic workflows for service and experience. so that every general-availability workflow has clear performance thresholds, reliable monitoring, explicit fallback paths, and a measurable improvement plan.

This person is the accountable operator for Guide’s highest-volume and highest-risk AI workflows once they are live. They maintain the portfolio view of where each workflow stands, detect degradation early, diagnose the root cause, drive corrective action, and verify that implemented changes improve outcomes. They also serve as the in-house expert for early-stage projects by helping teams define instrumentation, evaluation design, launch criteria, and safe hand off into general availability.

Responsibilities and Impact will include:

Post-Launch Accountability: Own the health of major voice and text AI workflows, ensuring business, quality, safety, and operational outcomes are met.
Portfolio Oversight: Maintain a current view of all major workflows, including status, maturity, failure modes, and next actions.
Performance & Dashboards: Monitor weekly indicators (containment, escalation, complaints) and oversee production dashboards to track behavior independently.
Diagnosis & Incident Response: Lead response for AI regressions; distinguish between model, prompt, or orchestration issues and drive post-mortems to closure.
Continuous Improvement & Optimization: Run structured cycles (hypothesis, testing, rollout/rollback) for "mini-launches" like model swaps, prompt changes, and tool updates. Recommend evidence-based accelerations, such as model migrations or deeper tool-orchestration changes.
Scalable Evaluation: Design eval systems using golden datasets, LLM-as-judge workflows, and human review queues for production and pre-production.
Expert Review: Guide new workflows during incubation to ensure they launch with proper instrumentation, eval coverage, and safety models.
Executive Communication: Translate technical changes into plain language for leadership, explaining what broke, why it matters, and who is fixing it.

Required skills and experience:

Applied AI Expertise: Strong production experience with LLMs, RAG, voice AI, agentic orchestration, or equivalent ML systems.
Evaluation Systems: Demonstrated experience designing or operating rubrics, scoring frameworks, regression tests, and production-sampling workflows.
Diagnostic Acumen: A clear mental model for distinguishing failure modes, such as model reasoning, tool failure, retrieval issues, and workflow logic.
Optimization Mindset: Comfort with active experimentation—including prompt/context tuning, retrieval redesign, and safe model migrations—beyond simple issue triage.
Strategic Communication: Excellent cross-functional judgment and the ability to communicate clearly in ambiguous, high-accountability environments.
Outcome Ownership: Deep personal accountability with a drive to own results rather than just producing recommendations.
Preferred Industry Background: Experience in healthcare, regulated workflows, contact center operations, or high-stakes service quality/reliability functions.

Salary: $110,000 - $172,000 / year

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....

Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by individuals purporting to represent Devoted Health. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for “start up costs” or “equipment”), or seek to collect sensitive personal information. These job postings and offers are NOT authorized by Devoted Health and Devoted is not responsible for fraudulent offers, personal information that you may have disclosed, or payments made to third parties purporting to represent Devoted. We have reported this matter and are cooperating with law enforcement agencies. Devoted Health will never ask for financial commitment or contribution from a candidate at any stage of the recruitment process.

Apply Now

Refine Your Search

manager post judgment operations jobs

Senior Manager, AI Performance & Operations

Manager, RTM Operations- Physical Therapy

Operations Manager, Post Merger Integration and Mergers & Acquisition

Manager Post Award

Recycling Plant - General Manager

Nurse Manager Maternity/Post Partum and Special Care Nursery 40hrs

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Director of Mortgage Operations

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Residential Manager Little River Group Home

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Bookkeeper/Office Manager

Go-to-Market Manager, Consumer Health

Senior Account Manager (Customer Support)- Jasper, IN

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