AI Managed Services Manager, Eltropy
Office located in Santa Clara, CA
Compliant and secure digital communications platform
Be an early applicant
Compliant and secure digital communications platform
101-200 employees
Be an early applicant
Office located in Santa Clara, CA
101-200 employees
Company mission
To enable financial institutions to digitally engage in a secure and compliant way.
Role
Who you are
- Minimum of 5 years in a management role, preferably within an AI, fintech, or customer service environment. Experience managing a team responsible for delivering quality AI products is highly desirable. Experience managing an international team
- Strong understanding of AI technology, including generative AI, legacy bots, and AI data analytics. Experience with chat and voice AI solutions is a plus
- Financial Institution Knowledge is strongly preferred
- Proficient in analyzing data and performance metrics to make informed decisions and drive improvements
- Demonstrated ability to lead, mentor, and motivate a diverse team to achieve high-performance standards
- Excellent communication skills, with the ability to articulate complex technical information to non-technical stakeholders
What the job involves
- We are searching for an experienced AI Managed Services, Manager to lead and mentor a team of 5-10 staff, fostering a culture of performance excellence, accountability, and collaboration
- Oversee the maintenance and optimization of multiple chat and voice AI bots, both generative AI and legacy AI, ensuring they meet high standards of functionality and performance
- Oversee the maintenance and optimization of AI services such as a knowledge assistant engine and Conversational Intelligence
- Monitor and manage key performance indicators (KPIs), including containment rates, user satisfaction scores, and AI responsiveness, to ensure optimal customer interactions
- Implement quality control measures to guarantee the accuracy, reliability, and consistency of AI bot responses
- Collaborate with engineering and product teams to identify and address areas for improvement in AI bot performance
- Ensure AI-managed services align with the needs of Community Financial Institutions (CFIs), enhancing customer satisfaction and engagement
- Act as a liaison between the AI Managed Services team and key stakeholders, providing regular updates on performance metrics, challenges, and opportunities for improvement
Our take
Eltropy is on a mission to lead financial institutions (FIs) into the digital revolution with its communications platform enabling FIs to digitally engage in a secure and compliant way. Already, the company powers over 500 credit unions and community banks, including First Alliance and FiCare.
There is an increasing need for these institutions to provide secure ways to interact with customers, hence Eltropy has recently seen increased uptake of its solutions.
The company received timely investment from K1 in 2021, which was invested into scaling operations whilst expanding the digital communications platform for FIs, allowing for Eltropy to meet the spike in demand. In 2023, it has partnered with a number of banks such as TruWest to roll out greater video banking solutions such as fraud-fighting "video verify", whilst partnering with automated origination platform Origence to improve communication within the credit industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Company of Owners
- Healthcare & Dental Benefits
- People and Career Development
- Remote Hybrid Flexibility
- Catered Lunch & Unlimited Snacks
Company values
- Tell the Truth
- Nothing is Impossible
- Customers are our Northstar
- Results driven by Loyalty
- Family of Owners
Company HQ
Milpitas, CA
Articles
Leadership
Ashish Garg
(CEO)Previously co-founded Oodio.net, acting as a Board Member. Experience as CEO for BITS Pilani Alumni Association.
Chandra Bhople
(CTO)Previously co-founded and acted as Director for Business & Engineering Schools.
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