AI Support Delivery Manager

Responsibilities

• Own the end-to-end performance of Preply's customer-facing AI agents, focusing on resolution rate, deflection, and CX quality
• Lead and develop a multi-disciplinary team across AI Operations, Knowledge Management, Conversation Design, and Support Automation
• Drive the day-to-day performance loop by tracking AI quality, tuning behavior, and prioritizing fixes
• Treat the AI Agent as a product, owning its roadmap, quality standards, and evolution
• Define and own the AI agents roadmap, including proactive AI agents for tutor and learner journeys
• Collaborate with Product, Engineering, Data, and Design teams to build and ship AI capabilities
• Define safety boundaries, escalation rules, and quality standards for AI-to-human handoffs
• Manage AI performance reporting, including CSAT, containment, and operational KPIs

Requirements

• 5+ years of experience managing AI or conversational AI/chatbot products in a customer-facing context
• At least 2 years of experience leading a team
• Deep hands-on experience with conversational AI platforms (e.g., Intercom Fin/FinAI, Ada, Forethought, Decagon, or Sierra)
• Proven track record improving chatbot performance across knowledge content, conversation design, and intent logic
• Strong understanding of LLMs, RAG, tool/function calling, and agentic workflows
• Experience in customer support, contact center, or customer experience environments
• Strong people management skills for multi-disciplinary teams
• Data-driven mindset with ability to build dashboards and analyze conversation analytics

Preferred Qualifications

• Hands-on configuration experience with Intercom Fin or Intercom's AI agent tooling
• Background in conversation design, UX writing, or knowledge management
• Experience launching proactive AI use cases like outbound messaging or in-product assistants
• Familiarity with prompt engineering and AI evaluation frameworks
• Experience in marketplace, EdTech, or subscription-based businesses

About the Company

Preply is a category-defining EdTech company that helps people discover the perfect tutor and craft personalized learning journeys. With over 100,000 tutors teaching 90+ languages in 180 countries, Preply is transforming education through a human-led, AI-enhanced approach.