AI Ops Engineering Manager

Quick Facts

• Role: AI Ops Engineering Manager

• Team mission: Build and operate autonomous, AI-driven resolution agents that reduce operational demand and improve customer outcomes

Description

Lead a hands-on AI engineering squad delivering autonomous resolution agents for Broad Commercial customers. You will own engineering execution and production excellence across orchestration, reasoning, retrieval, action execution, and human escalation, while ensuring reliability and measurable business impact. The role emphasizes strong evaluation practices and production observability to drive durable fixes.

Responsibilities

• Build and lead an AI engineering squad

• Own end-to-end delivery of agentic AI systems

• Define architectures, evaluation frameworks, and engineering standards (prompts, tool interfaces, testing, versioning, safe deployment)

• Run production operations: availability, latency, cost per resolution, regression detection, incident response, and on-call discipline

• Own evaluation systems: golden datasets, rubrics, judge agents, offline/online evaluation pipelines, release gating

• Drive measurable outcomes (support demand reduction, autonomous resolution rate, resolution quality, time-to-resolution, engineer productivity, customer satisfaction)

• Convert customer signals and unresolved cases into engineering insights and feedback loops

• Develop talent and scale agentic AI practices across the organization

Benefits

• Eligible for benefits and other compensation

• Typical U.S. base pay range: USD $142,800–$274,800 per year (with different ranges for specific locations)

Requirements

• Bachelor’s degree in Computer Science or related field AND 6+ years engineering experience coding in C/C++/C#/Java/JavaScript/Python (or equivalent)

• Must pass required security screenings, including Microsoft Cloud Background Check, and meet ongoing recheck requirements