Voice AI Operations Manager

About ClearGrid

ClearGrid is on a mission to revolutionize the debt resolution industry. We’re using AI, automation, and real-time data to completely rethink how debt collection works, unlocking better outcomes for institutions and individuals alike. Think of us as rebuilding the collections —starting from scratch, with modern tools.

Were a fast-growing startup with ambitious goals, and we’re looking for builders who are hungry to make a real dent in a space with massive untapped potential.

Role Overview

We are seeking a highly skilled and experienced Voice AI Operations Manager to lead our voice AI initiatives and ensure the seamless operation of our voice-based customer interactions. In this critical role, you will be responsible for the entire lifecycle of our voice AI systems, from strategic planning and implementation to prompt engineering, quality assurance, and performance optimization. You will be the central point of contact for all voice AI operations, ensuring our systems deliver a natural, efficient, and high-quality experience for our customers.

Key Responsibilities

• Voice AI Strategy & Implementation: Develop and execute a comprehensive voice AI strategy that aligns with our business goals. Lead the design, implementation, and scaling of our voice AI solutions, including inbound and outbound communication systems.
• Prompt Engineering & Management: Design, develop, and maintain the prompts and conversational flows for our voice AI agents. Continuously test and refine prompts to improve natural language understanding, intent recognition, and overall conversational quality.
• Quality Assurance & Performance Monitoring: Establish and manage a robust quality assurance framework for our voice AI systems. Continuously monitor the performance of our voice agents, analyze key metrics, and identify areas for improvement. Implement A/B testing and other methodologies to optimize performance.
• System Integration: Oversee the integration of our voice AI platform with other business systems, including CRM, POS, and internal databases. Ensure seamless data flow and a unified customer experience across all touchpoints.
• Data Analysis & Reporting: Analyze voice interaction data to identify trends, patterns, and insights. Generate regular reports on key performance indicators (KPIs) and provide actionable recommendations to stakeholders.
• Team Leadership & Collaboration: Lead and mentor a team of voice AI specialists, prompt engineers, and quality analysts. Collaborate with cross-functional teams, including product, engineering, and marketing, to ensure the successful deployment and operation of our voice AI solutions.
• Vendor & Technology Management: Evaluate and manage relationships with voice AI technology vendors. Stay up-to-date with the latest advancements in voice AI and make recommendations for new technologies and tools.
  
  

• 5+ years of experience in a similar role, such as Voice AI Strategist, Conversational AI Manager, or Contact Center Technology Manager.
• Proven experience in designing, implementing, and managing voice AI or conversational AI systems.
• Strong understanding of Natural Language Processing (NLP), Natural Language Understanding (NLU), Text-to-Speech (TTS), and Speech-to-Text (STT) technologies.
• Hands-on experience with prompt engineering, conversational design, and quality assurance for voice AI.
• Proficiency in data analysis and reporting, with experience using analytics tools to derive insights from voice interaction data.
• Experience with API integration and connecting voice AI platforms with other business systems.
• Excellent leadership, communication, and interpersonal skills.
  
  

• Experience with specific voice AI platforms (e.g., Vapi, Google Dialogflow, Amazon Lex).
• Familiarity with contact center operations and technologies.
• Experience in an agile development environment.
• A passion for creating exceptional customer experiences through technology.
  
  

• Real ownership: You’ll play a central role in building products that redefine how collections work in the future
• Massive industry impact: This is one of those rare spaces where almost everything is still to be built.
• High-growth team: We’re scaling fast, and the systems, tools, and processes you help create will shape our foundation.