Manager, AI Integration & Performance

Job Description
We are seeking a dynamic and strategic Manager, AI Integration & Performance to lead our AI oversight and optimization efforts. This is a critical, high-visibility role responsible for bridging the gap between our internal AI tools and our day-to-day business processes.
You will manage a specialized team of 3-4 Subject Matter Experts who serve as the essential "human-in-the-loop" for all enterprise-wide AI systems. Your team's primary function is to validate, analyze, and report on the performance of these tools, with a strong focus on AI-assisted client communications.
More than just a quality assurance role, this position is responsible for integration. You will use the insights generated by your team to ensure AI tools are seamlessly embedded in our workflows, driving adoption, optimizing performance, and delivering measurable business value, all while upholding our strict compliance and ethical standards.
What you'll do:
AI Integration & Operational Strategy

• Act as the primary "integration owner" for AI tools, collaborating with Operations, Compliance, Technology and Data Science teams to ensure new AI systems are successfully embedded into business workflows.
• Develop and manage feedback loops that translate your team's findings (e.g., error rates, hallucinations) into actionable recommendations for the Product and Engineering teams to retrain and optimize models.
• Analyze AI-driven workflows (like call analysis and automated responses) to identify points of friction, gaps in logic, or opportunities for improvement.
• Partner with operational leaders to champion AI adoption, develop training materials, and ensure end-users understand how to leverage AI tools effectively and compliantly.

AI Performance Management & Optimization

• Define, track, and report on key AI performance indicators (KPIs), including model accuracy, error rates, AI hallucination frequency, and business impact.
• Oversee your team's systematic human review of AI outputs, including listening to a significant sample of AI-monitored client calls to validate compliance, accuracy, and sentiment analysis.
• Collaborate with the Data Analytics team to create and present comprehensive performance reports and dashboards for senior leadership, translating complex data into clear business narratives and strategic recommendations.
• Identify and investigate AI performance degradation or model drift, initiating and managing the remediation process to ensure models "adjust and evolve."

Team Leadership & Development

• Lead, mentor, and manage a team of 3-4 AI Subject Matter Experts,, fostering a culture of meticulous attention to detail, critical thinking, and continuous improvement.
• Establish and maintain Standard Operating Procedures (SOPs) for the AI inspection, validation, and reporting process.
• Set clear performance expectations, manage team workload, and support the professional growth of your team members.

Qualifications
What you'll bring:

• Experience: 3-5+ years of experience in a relevant field such as operations management, business process improvement, quality assurance, or data analytics.
• Leadership: 1-2+ years of proven experience in a supervisory or management role, with a strong ability to coach, mentor, and manage a team.
• Analytical Acumen: Exceptional analytical and problem-solving skills. Ability to analyze complex, unstructured data (like call transcripts) and operational workflows to identify root causes and opportunities.
• Technical Aptitude: A strong understanding of AI, machine learning, and NLP concepts. Must be able to "speak the language" of both technical and business stakeholders and understand concepts like "AI hallucination."
• Communication: Outstanding written and verbal communication skills, with a proven ability to present complex information and strategic recommendations to senior leaders.
• Collaboration: A "bridge-builder" mentality with a track record of working effectively across multiple departments (e.g., Tech, Operations, Compliance).

Preferred:

• Bachelor's degree in Business, Data Science, Finance, or a related field.
• Direct experience in the debt relief or financial services industry.
• Deep knowledge of relevant regulations (FDCPA, TCPA, UDAAP).
• Experience with continuous improvement methodologies (e.g., Six Sigma, Lean).
• Hands-on experience with data visualization tools (e.g., Tableau, Power BI) and/or call center analytics software.

Additional Information
Achieve well-being with:

• Hybrid and remote work opportunities for certain roles
• 401 (k) with employer match
• Medical, dental, and vision with HSA and FSA options
• Competitive vacation and sick time off, as well as dedicated volunteer days
• Access to wellness support through Employee Assistance Program, physical and mental health wellness programs and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet care discounts for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect and a commitment to diversity and inclusion through our six employee resource groups

Join Achieve, change the future.
At Achieve, we're changing millions of lives.
From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,500 employees in mainly hybrid jobs with some remote opportunities available for certain roles across the United States with hubs in Arizona, California, and Texas. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.