Manager, Operations & Change Management

We are seeking a dynamic strategic and change-oriented leader to serve as our Manager Operations & Change Management. This is a critical high-visibility role responsible not just for AI oversight but for driving the organizational change required to embed AI into day-to-day business processes successfully and sustainably.

You will lead a specialized team of 34 Subject Matter Experts who serve as the essential human-in-the-loop across all enterprise AI systems. Your team validates analyzes and reports on AI performanceparticularly within AI-assisted client communicationsand transforms these insights into actionable guidance for the business.

But above all this role is about change enablement. You will champion the rollout adoption and continuous refinement of AI tools ensuring the organization is equipped aligned and supported through every stage of transformation while upholding our rigorous compliance and ethical standards.

What youll do: 

AI Integration Change Enablement & Operational Strategy

• Act as the primary integration and change owner for AI tools partnering with Operations Compliance Technology Data Science and Training teams to ensure new AI capabilities are effectively introduced communicated and embedded into workflows.
• Lead the change management strategy for AI adoption including stakeholder alignment communication plans readiness assessments training design and post-launch reinforcement.
• Build and manage structured feedback loops that convert your teams insights (e.g. error rates hallucination trends workflow issues) into recommendations that inform both operational adjustments and Product/Engineering model improvements.
• Assess existing workflows (e.g. call analysis automated responses) to identify performance gaps friction points or change impacts ensuring process redesign efforts support both user adoption and business value.
• Partner with operational leaders to advocate for AI best practices increase end-user confidence and support effective and compliant tool usage through clear documentation playbooks and tailored training.

AI Performance Management & Continuous Improvement

• Define track and socialize key AI performance indicators (KPIs) such as model accuracy error rates hallucination frequency user adoption metrics and realized business impact.
• Oversee systematic human review of AI outputs including audits of AI-monitored client calls validating compliance accuracy tone and sentiment analysis.
• Collaborate with Data Analytics to develop reports and dashboards that translate complex findings into clear actionable business narratives for senior leadership.
• Identify signs of model drift workflow misalignment or user-related performance issues initiating remediation and ensuring tools evolve in tandem with the needs of the business.
• Drive a continuous-improvement mindsetusing insights from performance data and user feedback to refine processes training and change strategies.

Team Leadership & Development

• Lead coach and develop a team of 34 AI Subject Matter Experts fostering a culture of curiosity disciplined analysis adaptability and continuous learning.
• Establish and maintain Standard Operating Procedures (SOPs) for AI inspection validation and performance reporting ensuring consistency and readiness across periods of change.
• Set clear expectations manage workload and support skill development to build a high-performing team capable of supporting enterprise-wide AI transformation.

Qualifications :

What youll 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:

• Bachelors 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 $5250 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 were 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 youll get to be a part of their journey to a better financial future. Were proud to have over 2500 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 jobits 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 Achieves Talent Acquisition leader.

Remote Work :

No

Employment Type :

Full-time