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Operations Specialist, AI Enablement
Full-time
At Bumble, the CX & Trust team brings our mission to life by ensuring every experience on our platform is safe, supportive, and trustworthy. As an Operations Specialist — AI Enablement, you'll play a vital role in shaping the quality of our AI-powered customer interactions. Your work will help ensure that our AI support agents uphold Bumble's standards of empathy, inclusion, and accuracy.
What you'll do
Conduct regular QA reviews of AI agent conversations to assess alignment with Bumble's processes, quality standards, tone and community policies
Report quality issues through established reporting workflows, ensuring accurate categorization, clear documentation, and actionable feedback
Collaborate closely with the Quality Manager to maintain consistency in scoring and review approach
Identify and share learnings that lead to measurable improvements in AI agent accuracy, customer satisfaction, and process efficiency
Support ongoing calibration sessions by identifying trends, recurring challenges, and opportunities for process enhancement
Operate CX QA tools and systems (Zendesk QA and internal Bumble QA assessment tooling) to monitor quality data and track performance improvements
Embrace and apply AI tools confidently in daily work, learning to interpret AI behavior, understand model limitations, and engage with AI insights with curiosity and accountability
About You
Experience in customer service within a fast-paced, service-oriented environment
Familiarity with conversational AI systems and chatbots
Sharp eye for detail with ability to objectively evaluate conversations against process and policy standards
Knowledge of CX operations, quality assurance, moderation frameworks, or policy compliance workflows is beneficial
