AI Operations Specialist

Job description

### **About EarnIn** As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey. ## **Position Summary** We are seeking a thoughtful, analytical, and technically curious AI Operations Specialist to help scale and operationalize Agent AI across Customer Care. This is not an engineering role and not a traditional operations role. AI Operations Specialists sit at the intersection of AI systems, frontline support expertise, and operational rigor - ensuring our AI agents deliver accurate, high-quality resolutions at scale. In this role, you will be responsible for defining how Agent AI behaves in real-world scenarios by creating and maintaining AI Operating Procedures (AOPs/SOPs), evaluating AI performance through structured QA, and driving iteration loops with Product, Engineering, and external vendors. You will translate human support judgment into system-level instructions and validation frameworks, directly influencing containment, accuracy, and customer experience. You will operate as part of a cross-functional task force with Product and Engineering, with daily standups and tight execution loops. This role reports into Care Innovation leadership, which holds final authority on go/no-go decisions for AI releases. The US base salary range for this full-time position is $85,000 - $100,000 + equity + benefits. Our salary ranges are determined by role, level, and location. This is a hybrid position in Mountain View, CA that requires in-office work 2 days a week. ## **What You’ll Do** ### **AI Operating Model & SOP Development (35%)** - Design and maintain detailed AI Operating Procedures (AOPs/SOPs) that define how Agent AI should behave across supported use cases. - Translate human-agent judgment into structured system logic, mapping actions, edge cases, and expected outcomes. - Inspect and reference APIs, system actions, and integration flows directly within documentation. - Continuously update SOPs as product functionality and use cases evolve. ### **AI Quality Assurance & Performance Improvement (35%)** - Define and execute QA frameworks to evaluate containment, accuracy, and resolution quality across vendor bots, internal bots, and LLM-based systems. - Identify failure modes, escalation drivers, and judgment gaps. - Partner with Product, Engineering, and vendors to iterate on performance and improve customer experience. - Enable and calibrate human QA teams evaluating Agent AI at scale. ### **AI Analytics & Operational Insights (20%)** - Build and maintain dashboards tracking key AI metrics (e.g., containment rate, accuracy, escalation rate). - Analyze trends and surface actionable insights to guide prioritization and iteration. - Use data to inform readiness decisions and highlight performance risks. ### **Cross-Functional Execution (10%)** - Participate in daily standups with Product and Engineering to align on priorities and iteration loops. - Provide structured operational feedback to vendors and internal stakeholders. - Support release readiness discussions and post-launch performance reviews. ## **What We’re Looking For** - A college degree or equivalent qualification. - Three to five years of relevant experience in operations, QA, product operations, support tooling, or adjacent roles. - A curious, proactive, and entrepreneurial mindset with strong problem-solving skills grounded in critical thinking and common sense. - Demonstrated ability to reason through complex systems and translate human judgment into structured processes. - Comfort working with APIs, system actions, and technical documentation (without being an engineer). - Strong analytical skills and experience working with performance metrics and dashboards. - Willingness to roll up sleeves and actively participate in execution-heavy work. - Excellent interpersonal skills and empathy for customers. - Strong organizational skills and comfort leading workstreams involving Product, Engineering, QA, and external partners. - **Willingness to travel internationally**: This role requires travel up to **once per quarter** to BPO sites supporting AI QA operations. #LI-Hybrid At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.