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Business Operations Manager, Communications & AI Systems
Full-time
About The Role
Pathpoint's Business Operations team builds and runs the production systems behind how we quote, bind, and service E&S insurance for 25,000+ agencies nationwide. This role exists to make our customer communications best in class: everything an agent or insured hears from us, across email, campaigns, and telephony, and the AI systems that increasingly draft and drive it. In parallel, you'll build the automations that keep agents and insureds informed without anyone having to reach out in the first place.
You will take end-to-end ownership of our communications domain: lifecycle and campaign messaging, our shared email operations layer, our telephony and conversation-intelligence surface, the reporting across all of it, and a growing set of production AI agents that draft, triage, and respond to customer communications.
We are looking for someone who thrives on problem-solving and is unfazed by ambiguity. You will own the systems, the processes around them, and the outcomes they produce. Some of this is live and needs to be improved upon. Some parts do not exist yet and we are looking for someone with the design prowess to build them.
This ownership extends past the current infrastructure: we expect you to proactively find problems worth solving, including ones that don't fit neatly inside today's workflows, and to bring teams along as you change how things work.
What You'll Own
The communications layer stack end to end, currently running on:: + Customer.io: segmentation, Liquid templating, lifecycle and transactional campaigns, and the data pipeline that feeds them. + Front: shared inbox administration and operations. Routing, triage, rules and automation, assignment, permissions, and workload distribution across the teams working in it, plus turning high-volume inbound into signal. + Dialpad and Attention: telephony administration, conversation intelligence, insight generation, and making our call data as useful as our written channels.
Reporting across the domain. Some of these systems are new and do not have reporting developed yet. You will write the SQL, build the reporting, and be the person who can say whether what you shipped worked.
Production AI systems in this domain: extending and operating our existing AI email agents, monitoring them, catching regressions, and tuning them. You will not need to architect new agents from scratch, but you will be the person who knows when one is behaving badly and why.
Quality and rollout for customer-facing communications: evaluation approaches, guardrails, staged releases, and the judgment to know when a system is ready for production and when it isn't.
What You'll Work Across You'll operate in a business operations team, which means domain ownership comes with range. You won't be the deepest person in these on day one, but you'll be expected to work in them as needed with support from the team:
Salesforce, as a reader: your systems read CRM data by way of our warehouse, so understanding an unfamiliar enterprise data model matters. Administering it does not; others cover that.
The n8n automation layer where workflows that integrate Salesforce, our communications platforms, and LLM APIs live.
What We Look For
3-6 years in marketing operations, revenue operations, business operations, or a similar systems-heavy role. We care more about what you've shipped than how long you've been shipping. If your experience is unusually deep for its length, we want to hear from you.
Ability to write SQL against a production warehouse independently. You will own reporting for your domain. You should be able to reason about joins across several tables and know why a plausible-looking number is wrong before you send it to anyone.
Platform skill in at least one communications system, either a lifecycle and campaign platform (Customer.io, Braze, Iterable, Marketo) or a shared inbox and support platform (Front, Zendesk, Intercom, Gmail or Outlook shared mailboxes at volume), including templating or routing logic and data integration, not just campaign building.
Comfort with APIs, webhooks, and data syncs, including systems with poor documentation or none. Everything in this stack is joined together by them and there is no engineer to hand that work to.
Evidence you have designed a system other people work inside: queues, routing, escalation, SLAs, or anything where a human operator's day depends on your design being right.
Hands-on experience operating AI in production, not just using it. You've extended and run LLM-powered workflows or agents that real users depend on, you've dealt with prompt regressions, evaluation, and failure modes, and you have opinions about what makes AI systems reliable versus demo-ware.
Strong communication judgment. This role will own domains where language is going out under our name, written or spoken through our systems, and you can tell the difference between a message that's fine and one that's right.
An owner's disposition. You debug your own work, you fix root causes rather than filing tickets, and when something breaks near your domain, your first move is to pick it up, not to ask whose it is.
Nice to have
n8n, Zapier, or similar workflow-automation depth
Salesforce administration at the object and automation level
Insurance or fintech operations exposure
Experience being the sole or founding owner of a system surface
Experience building system integrations
Prior roles in Sales Operations, Marketing Operations, or Revenue Operations
