AI & System Operations Lead

Job Description

About the Role

AI & System Operations Lead

Denver, CO; New York, NY

User Operations – User Ops /

Full-Time /

Hybrid

About the Team:

The User Operations team at Quizlet is passionate about delivering a world-class user support experience. We constantly refine our support options to ensure learners and teachers easily find engaging content and receive the help they need, whether through self-service resources or direct interaction with our team. We’re committed to empowering users to resolve issues independently while fostering meaningful connections with our support staff.

By joining our team, you’ll be a driving force in making Quizlet’s support experience accessible, intuitive, and user-friendly. Together, we’ll redefine User Operations, transforming our support channels into enjoyable destinations where users effortlessly discover the information they need throughout their educational journey.

About the Role:

As the AI & System Operations Lead, you’ll be at the forefront of implementing and managing AI-powered customer support solutions, including chatbots and ticket automation, to deliver exceptional support at scale. You’ll also own our Zendesk system, Help Center, and other support tools integral to our scaled support efforts.

In this role, you’ll leverage your technical expertise and innovative customer experience strategies to enhance user access to valuable support content. You’ll lead projects from ideation to launch, ensuring alignment with our strategic objectives and operational needs.

This is a hybrid role based out of our Denver and New York office hubs.

In this role, you will:

Lead the implementation of a comprehensive AI strategy within User Operations, aligning AI solutions with business objectives to optimize user support operations and maximize ROI. Overseeing the full lifecycle of AI technology solutions, from planning and testing to rollout and support. Manage proofs of concept, vendor relationships, and comprehensive change management processes

Own and optimize our AI chatbot and Zendesk experiences

Develop workflows, design new intents, implement conversational flows, and enhance usability and efficiency through advanced configurations and automation

Analyze data and feedback from AI interactions and user support systems to identify trends and areas for improvement

Prepare and deliver reports that propel data-driven decision-making across the organization

Lead cross-functional teams in developing and executing user-focused pilots and product evaluations

Define objectives and manage tooling roadmaps to integrate product automation and AI solutions, enhancing customer support effectiveness

Partner with stakeholders across Engineering, Product Operations, Data Science, and Design to create detailed project plans with timelines, milestones, and communication strategies to accelerate change adoption and achieve project goals

Develop comprehensive business cases that identify and address systemic gaps in our technology stack

Communicate effectively with stakeholders and actively support vendor negotiations to ensure that technology investments align with both our budgetary constraints and broader project objectives

Establish and maintain high-quality documentation standards for internal processes, systems, and configurations

Create insightful reports and dashboards to track operational efficiency and success metrics

What you bring to the table:

5 years of relevant experience in technology project management, specifically in AI and customer support systems, including Zendesk

Demonstrable experience as a Zendesk Administrator with deep knowledge of its configurations, automation, and integrations

Solid understanding of AI implementations and user support technologies, with a track record of leading significant transformation efforts

Strong analytical skills to identify trends and areas for improvement from AI interactions and user support systems

Experience with SQL and querying databases using tools like BigQuery, Looker Studio, and Zendesk Explore.

Basic familiarity with programming languages (e.g., JavaScript, Ruby) and API integrations

Strong data analysis, project management, and problem-solving abilities

Experience managing complex technical issues and driving projects to successful completion

The ability to assess risks and opportunities, with a focus on process simplification and productivity improvements

Excellent written and verbal communication skills, capable of effectively interfacing with both technical and non-technical stakeholders

Proven ability to work collaboratively across departments and maintain strong relationships with internal and external partners

Proficiency in working across technical interfaces, troubleshooting, and collaborating on issues with technical experts

Comfortable with frequent change and passionate about adopting new technologies and solutions

Bonus points if you have:

Bachelor’s degree in Computer Science, Information Technology, or a related field

Experience conducting customer research, analysis, and user interviews to identify pain points, opportunities, and define product requirements

Experience developing and implementing robust experiment frameworks for continuous optimization of AI chatbots, Zendesk configurations, and other support applications

Compensation, Benefits & Perks:

Quizlet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Salary transparency helps to mitigate unfair hiring practices when it comes to discrimination and pay gaps. Total compensation for this role is market competitive, including a starting base salary of $120,000 – $170,000, depending on location and experience, as well as company stock options

Collaborate with your manager and team to create a healthy work-life balance

20 vacation days (and we expect you to take them!)

Competitive health, dental, and vision insurance (100% employee and 75% dependent PPO, HMO, VSP Choice)

Employer-sponsored 401k plan with company match

Access to LinkedIn Learning and other resources to support professional growth

Paid Family Leave, FSA, HSA, Commuter benefits, Wellness benefits

40 hours of annual paid time off to participate in volunteer programs of choice