Support AI Manager

About the role

Ethos Life is seeking a hands‑on leader to oversee the creation and quality assurance of its AI‑powered support bots. You will manage both the bot‑building team and the monitoring team, ensuring that every bot release matches specifications and delivers a seamless customer experience.

Key responsibilities

• Lead and grow the bot‑building and bot‑quality/monitoring teams, coaching leads and subject‑matter experts.
• Personally review bot builds and deployments against approved ERDs and PRDs, catching spec drift before launch.
• Define and own testing cadence, including pre‑launch UAT, regression testing, and live bot audits.
• Maintain the feedback loop between quality findings and the product roadmap, ensuring rapid prioritisation of issues.
• Consolidate feedback into structured formats, track escalations, and act as the primary escalation point for spec mismatches.
• Partner with the CX AI Product Manager to align build and quality activities with roadmap priorities.
• Use bot performance metrics (deflection rate, true resolution rate, CSAT, error rates) to identify systemic issues and drive process improvements.
• Develop and evolve the team’s testing and monitoring playbook as the bot portfolio expands.

Required profile

• 4+ years of experience managing teams across multiple functions or workstreams.
• Hands‑on experience designing, building, or QA‑ing AI‑driven voice, chat, or email bots.
• Proven ability to work within a product‑pod structure and partner closely with product managers.
• Strong process orientation with a track record of defining testing and monitoring cadences from scratch.

Required skills

• AI‑driven bot development and quality assurance (voice, chat, email).
• Experience with support‑bot platforms such as Forethought, Ada, Sierra, or Decagon.
• Entity Relationship Diagram (ERD) design and Product Requirement Document (PRD) evaluation.
• Testing methodologies including UAT, regression testing, and live monitoring.