Senior Manager, Support Operations (AI & BPO)

About this role

Location:
Remote-US


Employment Type:
Full-Time
Reports to:
Director of Scaled Success


About Amira Learning
Amira Learning accelerates literacy outcomes by delivering the latest reading and neuroscience with AI. As the leader in third-generation edtech, Amira listens to students read out loud, assesses mastery, helps teachers supplement instruction, and delivers 1:1 tutoring. Validated by independent university and SEA efficacy research, Amira is the only AI literacy platform proven to achieve gains surpassing 1:1 human tutoring.


Trusted by more than 2,000 districts and working in partnership with twelve state education agencies, Amira is helping 3.5 million students worldwide become motivated and masterful readers.


The Role


Amira's Support function is small, the BPO partner is mid-onboarding, and our chatbot needs work. We are hiring a Senior Manager, Support Operations to own end-to-end frontline support — Tier 0 (our AI chatbot) and Tier 1 (our BPO team) — and to operate the whole thing as an AI-native function.


We are not hiring a BPO manager who is curious about AI. We are hiring someone for whom
AI is the substance of the work
— writing prompts, building agent-assist tooling, analyzing tickets at scale, integrating systems with MCP, and continuously improving how our chatbot deflects and resolves. The BPO team is one of the things they operate, alongside and through these AI surfaces. The right person treats every operational question — staffing, QA, escalations, knowledge gaps — as something to investigate with data and improve with code, not something to manage through spreadsheets and meetings.


What You'll Own


Tier 0 — The Amira Chatbot
Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic

• Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions
• Build the dia...