AI Customer Operations Manager

RESPONSIBILITIES:
Kforce has a client that is seeking a Customer Operations Manager in Sandford, FL.

Overview:
We are seeking a highly analytical, operationally focused leader to optimize an AI-first contact center environment. This role will own performance across AI voice and booking platforms while serving as the primary liaison between AI vendors, internal call center leadership, and IT/data teams.

The ideal candidate is comfortable operating at the intersection of customer experience, systems, data, and operations, with a strong bias toward measurable outcomes such as containment rate, booking conversion, and customer satisfaction.

Key Responsibilities:
* Own end-to-end performance of AI call handling and booking platforms
* Optimize AI containment, booking conversion, and customer experience metrics
* Partner closely with human agents to improve AI training, escalation logic, and handoff effectiveness
* Analyze call flows, routing logic, and performance trends within Five9
* Build, interpret, and present reports that identify performance gaps and optimization opportunities
* Collaborate with IT and data teams to extract, model, and operationalize contact center data in the data warehouse
* Drive KPI visibility and alignment across operations, sales, and leadership teams
* Act as the internal -translator- between AI vendors and business outcomes
* Continuously identify opportunities for process improvement and system optimization

REQUIREMENTS:
* Strong understanding of contact center operations and performance metrics
* Experience with CCaaS platforms such as Five9 or similar
* Proven ability to work with AI or automation vendors on tuning and performance optimization
* Strong data fluency with a BI-driven mindset
* Ability to translate data into actionable business insights for non-technical stakeholders
* Systems thinking and process improvement orientation

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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