Senior Manager, Support Operations (AI & BPO)

Senior Manager, Support Operations (AI & BPO)

Location: Remote-US

Employment Type: Full-Time Reports to: Director of Scaled Success

About Amira Learning

Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction, and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring.

Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers.

The Role

Amira's Support function is small, the BPO partner is mid-onboarding, and our chatbot needs work. We are hiring a Senior Manager, Support Operations to own end-to-end frontline support — Tier 0 (our AI chatbot) and Tier 1 (our BPO team) — and to operate the whole thing as an AI-native function.

We are not hiring a BPO manager who is curious about AI. We are hiring someone for whom AI is the substance of the work — writing prompts, building agent-assist tooling, analyzing tickets at scale, integrating systems with MCP, and continuously improving how our chatbot deflects and resolves. The BPO team is one of the things they operate, alongside and through these AI surfaces. The right person treats every operational question — staffing, QA, escalations, knowledge gaps — as something to investigate with data and improve with code, not something to manage through spreadsheets and meetings.

What You'll Own

Tier 0 — The Amira Chatbot

Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic

Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions

Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale

Iterate weekly, not quarterly

Tier 1 — The BPO Operation

Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability

Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews

Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate

Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples

System Integrations

Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data

Personalize agent-assist responses with customer context pulled from CRM and product data

Design integrations that respect FERPA obligations and the sensitivity of educator and student data

Analytics & Continuous Improvement

Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns

Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering

Build reusable dashboards and reporting that make support performance legible to the rest of the company

FERPA & Compliance

Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play

Own agent background-check and approval workflows for BPO personnel with access to student PII

How You'll Work

This is a builder's role. Expect to spend significant time:

In Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally.

With AI coding agents as a working partner , not a curiosity

Reading tickets, transcripts, and customer conversations — at scale, with AI assistance, looking for patterns no spreadsheet would catch

Building agent-assist tooling and MCP connectors — and shipping them iteratively

In Salesforce, Zendesk, the chatbot platform, and our data layer — comfortable enough to investigate, query, and modify directly

If you've never written a prompt, configured an MCP connector, or sketched an agent flow, this role will be a hard ramp. If you do these things daily already, you'll feel at home.

What You'll Bring

We're hiring against demonstrated work, not credentials.

Required

You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how.

You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments

You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent

You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale

You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement.

You can have a direct conversation with a frustrated customer or district administrator without losing your composure