AI Support Delivery Manager - Customer Care (Bellprat)

As AI Support Delivery Manager (Customer Care), you will lead this team end‑to‑end, the equivalent of an AI Operations Lead with full ownership of the function. You will report directly to the Director of Customer Care and manage AI Operations / Automation Specialists, AI Content Knowledge Managers, and also get direct support and coverage from the Customer Care product, engineering, and design teams. This is a player‑coach role.

Your immediate focus is to elevate the Customer Care chatbot, improving resolution and deflection, but above all the quality and customer experience of every AI interaction.

Responsibilities

• Own the end‑to‑end performance of Preply's customer‑facing AI agents/chatbot: resolution rate, deflection, and most importantly the quality and CX of every AI conversation.
• Lead and develop a multi‑disciplinary team across the four pillars of AI agent performance: AI Operations, Knowledge Management, Conversation Design, and Suppo...