Job Description

Role:
Our client specializes in providing remote labor and customer service solutions for a wide range of industries from Hospitality to Health Care and everything in between. In recent years the company has developed an AI product (named Skye) that focuses on the hospitality industry. The company is looking to hire a Director of Operations for this AI department. This person will be responsible for the day to day running of the AI department to ensure the customers using the product are getting what they pay for. Ensuring that the team is delivering on their goals and customers are happy with the product and service.
The company is a fully remote company. They company has people who work from home all around the world, however the company operates on EST. Whoever applies for this role needs to be ok working typical business hours of 9am-5pm M-F ESTResponsibilities

• Ensure that customers are getting the product they signed up for and are happy. Make sure the product is working as advertised. Continuous checking and analyzing to ensure product reliability is maintained
• Oversee all onboardings, adjusting check lists as needed, and verifying that all items are tested and documented in a timely manner
• Design and monitor system to analyze reports on a daily basis to note any trends or issues.
• Coordinate with Customer success to gather new ideas for services and ensure customer happiness.
• Work closely with the Director of Development to provide customer focused analysis on possible improvements and concerns
• Coordinate and setup Demos for Sales
• Aid Sales in the driving mechanisms behind Skye and outline possibilities of different use cases
• Oversee and manager all Skye department employees. Maintain 66% or more A players on your team.
• Continuously evaluate ways on how Skye can be improved
• Gather and clearly articulate user requirements to the Director of Development
• Maintain department gross margin of 70% or higher
• Ensure customer retention of 85% year over year
• Uphold the company values of Reliability, Respect, Caring, Strong work ethic, and going Above and beyond.

• Preferable Bachelors Degree in management or technology. Or something similar.
• AI experience beneficial
• Preferable 4-6 years management experience in a software company
• Ability to prioritize and complete work with little supervision and under tight deadlines.
• Strong organizational skills.
• Excellent written and verbal communication skills.
• Attention to detail is a must
• Preference for a fast-paced, high-volume work environment.
• Hospitality experience beneficial
• Must be a problem solver who can think on their feet to come up with creative solutions

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