Manager – AI Performance & Analytics

📋 Description

• • Netomi AI Inc. is seeking a dynamic and analytical Manager – AI Performance & Analytics to spearhead our efforts in understanding and optimizing the performance of our cutting-edge conversational AI platform. This pivotal role is designed for an individual passionate about leveraging data to drive significant improvements in AI-powered customer experiences for some of the world's most recognizable brands, including Delta Airlines, MetLife, MGM, and United.
• • As the Manager – AI Performance & Analytics, you will be instrumental in leading a dedicated team focused on the intricate analysis of conversational AI performance. Your leadership will guide the team in identifying key areas for enhancement, translating complex data into actionable insights, and fostering a culture of continuous improvement across Netomi’s AI solutions.
• • This position operates at the critical nexus of advanced data analytics, the nuances of conversational AI, and the rigorous evaluation of Large Language Models (LLMs). You will oversee the analysis of vast datasets of customer conversations, meticulously identifying quality discrepancies, pinpointing opportunities for enhanced automation, and collaborating closely with our AI research, engineering, and product development teams to elevate the performance and capabilities of our AI models.
• • A core responsibility will be to define and refine the methodologies and metrics used to measure and enhance the effectiveness of AI systems. These systems are the backbone of automated customer support, handling millions of interactions daily. Your work will directly impact the efficiency, accuracy, and overall quality of customer service delivered through our platform.
• • You will be responsible for developing and implementing robust analytical frameworks to assess AI model accuracy, identify patterns in customer interactions, and predict potential areas of failure or suboptimal performance. This includes diving deep into conversation logs, sentiment analysis, and user feedback to uncover actionable insights.
• • Leading and mentoring a team of talented analysts will be a key aspect of this role. You will foster their professional growth, provide strategic direction, and ensure the team's output is consistently high-quality and impactful.
• • Collaborating with cross-functional teams, including Product Management, AI Research, and Engineering, will be essential. You will translate analytical findings into clear recommendations for product enhancements, model retraining, and new feature development, ensuring that data insights directly inform the product roadmap.
• • You will play a crucial role in shaping the future of AI in customer experience by contributing to the strategic direction of our AI performance initiatives. This involves staying abreast of the latest advancements in AI, LLMs, and analytics techniques, and identifying opportunities to integrate these into Netomi’s platform.
• • The role requires a proactive approach to problem-solving, identifying potential issues before they impact customer experience and developing data-driven solutions. You will be a champion for data integrity and analytical rigor throughout the organization.
• • You will be responsible for creating compelling reports and presentations that communicate complex analytical findings to both technical and non-technical stakeholders, including senior leadership. The ability to tell a story with data and influence decision-making will be paramount.
• • Ultimately, your leadership will ensure that Netomi’s AI platform not only meets but exceeds the performance expectations of our enterprise clients, driving tangible business outcomes such as increased automation rates, reduced operational costs, and improved customer satisfaction scores.
• • This is an opportunity to make a substantial impact on the AI revolution, directly contributing to how global brands manage and enhance their customer interactions at an unprecedented scale. You will be at the forefront of innovation, shaping the next generation of agentic AI for customer experience.