AI Operations Manager, Emma

Job description

About the Role Clutch builds AI agents that work on behalf of credit unions — starting with Emma, our AI collections agent. In a recent deployment, Emma handled 60,000+ conversations with members (the credit union term for customers) in her first twelve weeks on the job — roughly 24 collector-years of work, delivered with a consistency no human team can match. And we’re just getting started: Emma is the first of a growing family of member-facing AI agents. As AI Operations Manager, you will own the full post-sale journey for these agents — from the moment a credit union signs to the moment the agent is performing at scale, and every quarter after. That means designing each agent's behavior with the credit union (conversation design, escalation rules, negotiation boundaries, tone), running live testing, driving go-live, and then owning ongoing performance: monitoring results, catching drift, and proving outcomes in executive business reviews. You are the expert the credit union is paying for. Most credit unions we work with have never deployed an AI agent — they don't know what good looks like. Your job is to walk in with a strong, opinionated recommendation for how the agent should behave, grounded in what has worked across deployments, and let the credit union adjust from there. And because this function is new, your second job is to build it: the playbooks, the defaults, the monitoring infrastructure, and eventually the team. About the Team You'll join the Special Projects team, working daily with the small, fast-moving pod that builds and ships our AI agents — product, engineering, and dedicated AI sales specialists. This is the part of Clutch operating closest to the frontier: the agents you'll run are being co-developed on-site with some of the largest credit unions in the country, and the roadmap changes based on what you learn in the field. The team's operating style is direct and evidence-driven. Field intelligence you gather flows straight back into how we build, price, and sell — you will have a real voice in product decisions, not a feedback form. You'll start as the first dedicated post-sale owner for our AI agents. As the agent portfolio and customer base grow, you'll define the roles, playbooks, and hiring plan for the team that scales this function — and lead it. What You’ll Do Within 1 months, you will: - Become an expert in the business you're stepping into: how credit unions operate, how a collections department runs day to day, the compliance rules that govern member contact, and what a past-due member's experience actually looks like - Learn Emma end-to-end: the system prompt architecture, the full configuration surface (verification protocols, escalation triggers, constraint language, payment negotiation boundaries, tone), and the implementation process from kickoff to go-live - Shadow active implementations and live customer deployments, including dry-run testing sessions with credit union collections teams - Map the current post-sale journey and identify where context is lost, where defaults are missing, and where the process breaks Within 3 months, you will: - Own Emma implementations end-to-end as the customer's single point of contact: conversation design, business rule definition, live testing facilitation, and go-live sign-off - Own post-go-live performance for a book of live accounts: monitoring agent results, catching quality drift, and running executive business reviews that prove outcomes - Codify Clutch's implementation defaults — a pre-configured, best-practice starting point for every design decision — so every engagement starts from "here's what works, tell us where you're different" instead of a blank page - Stand up the operating infrastructure for the function: health monitoring, standardized reporting, and repeatable playbooks Within 6 months, you will: - Run the full post-sale book for Emma independently, balancing setup mode (new customers) and optimization mode (mature accounts) - Extend the operating model you built for Emma to the next agents in the portfolio as they reach market - Define the hiring plan and role design for scaling the function beyond yourself, and begin building the team - Operate as the field-intelligence engine for the agent business: what you learn from customers directly shapes product roadmap, sales positioning, and pricing What You’ll Bring - 5+ years in management consulting, business operations, or a comparable structured problem-solving role in a fast-paced environment, preferably in SaaS and/or Fintech - A recommendation posture: you lead with a point of view. You are comfortable telling a C-level executive "here's what we think you should do" and defending it — and equally comfortable updating when the evidence says you're wrong - End-to-end execution ownership: you run complex, multi-stakeholder projects to completion without a project manager behind you - Genuine AI fluency and curiosity: hands-on comfort working with LLM-based products, and the drive to understand how an agent's configuration shapes its behavior on a live call. You don't need to be an engineer, but you can't be a tourist - A builder's instinct: you turn tribal knowledge into playbooks, defaults, and tooling — you build the function, not just do the job - Executive presence: you will be the face of Clutch's AI agents to credit union leadership from day one - Nice to have, explicitly not required: collections experience, credit union or banking background, or software engineering skills. We hire for consultative horsepower and execution — we can teach the domain Please note that this role may evolve as our business needs change, so we appreciate your flexibility and adaptability. What’s In It For You? - Remote Flexibility: Enjoy the freedom of remote work from anywhere, balancing life and career seamlessly. - Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations, fostering teamwork and fresh ideas. - Paid Time Off: Enjoy flexible PTO days yearly for relaxation and rejuvenation. - Stock Options: Joining us means having a stake in our success, so you'll receive stock options as part of your compensation package. - Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials. - Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working. - Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans. About Us Clutch is a revolutionary vertical SaaS company, proudly backed by Andreessen Horowitz (A16z), aimed at revolutionizing the way Credit Unions engage and change the lives of their members. As a champion of financial well-being, we address the urgent need for affordable lending solutions in an era where the average American grapples with over $155,000 in household debt. Unlike traditional financial institutions, Clutch develops software to turn Credit Unions into FinTech lenders and leverage their balance sheets to responsibly lend to over 130M Americans. Our mission extends beyond mere financial transactions; we strive to fundamentally enhance the way credit unions interact with their members. By integrating cutting-edge technologies and user-centric designs, we help credit unions provide seamless digital experiences that are on par with leading tech companies. This approach not only preserves but revitalizes the longstanding tradition of community and member-focused service inherent to credit unions. Clutch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our organization participates in E-Verify. Click here https://www.e-verify.gov/about-e-verify/what-is-e-verify to learn about E-Verify. A Note About AI at Clutch We love AI. We use it often and encourage our team to creatively and effectively leverage AI tools in their work. If you join Clutch, we hope you'll bring the same enthusiasm for exploring how AI can amplify impact, productivity, and innovation. That said, during the interview process, we want to hear your thoughts. Please approach interviews without the use of AI tools—our goal is to get to know how you think, solve problems, and communicate. Once you're in the seat, bring on the prompts!