AI Operations Manager
This role sits at the intersection of
BPO operations and technology . You will join a small, high-autonomy team responsible for building, maintaining, and scaling an AI-powered performance management platform (internally known as
AI Navigator / Vera AI ). The platform automates daily workflows—like KPI alerting, coaching, and scheduling—for frontline Team Leaders (TLs) and Operations Managers (OMs).
Rather than requiring a traditional computer science degree, this role prioritizes a candidate who deeply understands the BPO floor environment and can build practical, low-code/AI-driven internal tools that immediately save time and reduce manual overhead.
Required Skillsets
1. Core Technical Requirements Power Automate:
Ability to build and debug complex, multi-step automated workflows. Must understand triggers, conditions, and troubleshooting (e.g., throttling, concurrency, filter expressions). Power Apps & Dataverse:
Comfort handling table schemas, column types, and basic data querying. AI Builder:
Hands-on experience using AI Builder for prompt-based content generation or automated document processing. JavaScript or TypeScript:
Ability to read and modify Node.js scripts, React/Next.js components, or API routes to help maintain the platform's web application. Microsoft 365 Ecosystem:
Solid understanding of integrations between Teams, SharePoint, Exchange, and Dataverse.
2. Operations & Domain Exposure (Mandatory) BPO Contact Center Experience:
You must have worked in or closely alongside frontline operations (e.g., as a Team Leader, Operations Manager, WFM Analyst, or QA Coach). Operational Context:
Deep understanding of performance targets, metrics, coaching cadences, and reporting cycles. You must be able to translate user needs into technical features without requiring extensive hand-holding.
3. "Strong Advantage" Skills (Nice-to-Have) AI & Low-Code Platforms:
Experience with Copilot Studio or similar low-code AI agent platforms. Azure Services:
Familiarity with Azure App Service, Azure OpenAI, or related infrastructure. UI/UX Design for Collaboration Tools:
Experience authoring HTML emails or building Adaptive Cards for Microsoft Teams. BPO Reporting Tools:
Familiarity with data platforms like DOMO, Tableau, or WFM reporting tools. Product Adoption:
A proven track record of building internal tools that non-technical users actually adopt.
BPO operations and technology . You will join a small, high-autonomy team responsible for building, maintaining, and scaling an AI-powered performance management platform (internally known as
AI Navigator / Vera AI ). The platform automates daily workflows—like KPI alerting, coaching, and scheduling—for frontline Team Leaders (TLs) and Operations Managers (OMs).
Rather than requiring a traditional computer science degree, this role prioritizes a candidate who deeply understands the BPO floor environment and can build practical, low-code/AI-driven internal tools that immediately save time and reduce manual overhead.
Required Skillsets
1. Core Technical Requirements Power Automate:
Ability to build and debug complex, multi-step automated workflows. Must understand triggers, conditions, and troubleshooting (e.g., throttling, concurrency, filter expressions). Power Apps & Dataverse:
Comfort handling table schemas, column types, and basic data querying. AI Builder:
Hands-on experience using AI Builder for prompt-based content generation or automated document processing. JavaScript or TypeScript:
Ability to read and modify Node.js scripts, React/Next.js components, or API routes to help maintain the platform's web application. Microsoft 365 Ecosystem:
Solid understanding of integrations between Teams, SharePoint, Exchange, and Dataverse.
2. Operations & Domain Exposure (Mandatory) BPO Contact Center Experience:
You must have worked in or closely alongside frontline operations (e.g., as a Team Leader, Operations Manager, WFM Analyst, or QA Coach). Operational Context:
Deep understanding of performance targets, metrics, coaching cadences, and reporting cycles. You must be able to translate user needs into technical features without requiring extensive hand-holding.
3. "Strong Advantage" Skills (Nice-to-Have) AI & Low-Code Platforms:
Experience with Copilot Studio or similar low-code AI agent platforms. Azure Services:
Familiarity with Azure App Service, Azure OpenAI, or related infrastructure. UI/UX Design for Collaboration Tools:
Experience authoring HTML emails or building Adaptive Cards for Microsoft Teams. BPO Reporting Tools:
Familiarity with data platforms like DOMO, Tableau, or WFM reporting tools. Product Adoption:
A proven track record of building internal tools that non-technical users actually adopt.