AI Support Operations Manager

Confirmed live in the last 24 hours

Zocdoc

Compensation

$132,300 - $170,000/year

New York, NY

Hybrid

Posted April 2, 2026

Job Description

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your Impact on our Mission

As an AI Support Operations Manager, you’ll play a meaningful role in evolving how we deliver customer support by using AI to create more efficient, high-quality experiences. This is a first-of-its-kind role at Zocdoc, created at a pivotal moment in our growth as we invest in smarter support operations. You’ll own how AI is designed and scaled across chat, voice, and email, helping automate repetitive work so our teams can focus on complex, human-centered interactions. Your work will directly impact customer satisfaction, team productivity, and our ability to grow efficiently. You’ll partner across teams to turn emerging AI capabilities into real, measurable outcomes. Beyond optimizing workflows, you’ll help build a more thoughtful and scalable support experience. If you’re excited to drive innovation while elevating the human side of support, this is a unique opportunity to make a lasting impact.

You’ll enjoy this role if you are…

Personally motivated by improving customer experiences through innovation and thoughtful application of AI
Autonomous, urgent, and creative. You genuinely love solving complex operational problems and turning ambiguity into scalable solutions
Highly analytical and detail-oriented, with a strong instinct for identifying optimization opportunities in workflows and systems
Passionate about emerging technologies, especially AI, and their potential to transform customer support
A cross-functional collaborator who thrives working with Product, Engineering, CX, and external partners
The kind of person who proactively identifies opportunities for improvement and takes ownership of driving them forward

Your day to day is…

Full ownership of AI-powered support workflows, including design, configuration, testing, and ongoing optimization across platforms like Forethought AI
Identifying and implementing opportunities to automate workflows and reduce friction, improving both customer and agent experiences
Building and fostering relationships with cross-functional partners including CX, Product, Engineering, Analytics, and external AI vendors
Monitoring and driving performance across key metrics like containment, deflection, CSAT, and productivity, and taking action when results fall short
Establishing quality standards and review processes to ensure AI interactions meet brand and customer experience expectations
Translating emerging AI capabilities into pilots, experiments, and scalable operational rollouts
Leveraging generative AI tools and technologies to continuously improve response quality and operational efficiency

You’ll be successful in this role if you have…