Customer Service Operations Associate Jobs in Newton, MA

AI Operations Associate

Atlanta; Boston; Charlotte; Chicago; Dallas; Los Angeles; New York; San Francisco

This position is not eligible for immigration sponsorship.

Company Overview

We are the better way to work in finance. As private equity's value creation partner, we sit at the heart of PE—where sponsors and CFOs meet. Through financial consulting rooted in data, technology, and AI, we help clients drive value—supporting the office of the CFO to drive end-to-end value creation.

If you crave challenging work and are looking to grow, come solve complex issues alongside 1,600+ finance & technology experts in a supportive, collaborative environment.

Backed by premier private equity firms and headquartered in New York with 11 offices around the globe, we are a high-growth, entrepreneurial firm looking for people who want to be part of building something great. Come make your mark.

AI Operations Associate

The AI Operations Associate monitors AI-driven workflows in production, reviews output-quality incidents, supports fallback and human-review decisions, and partners on trust-sensitive escalations. This role helps ensure AI-enabled workflows remain reliable, supportable, and safe in live finance-oriented environments.

This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).

This position is not eligible for immigration sponsorship.

What You'll Do:

AI Workflow Monitoring

• Monitor AI-driven workflows in production for abnormal behavior, trust issues, degraded outputs
• Review signals related to output quality, fallback use, low-confidence patterns
• Escalate issues affecting live user trust, business quality, or finance-sensitive outcomes
• Track adoption rates, usage frequency, and tool traction

Incident Investigation

• Investigate output-quality incidents, orchestration failures, prompt/workflow regressions
• Distinguish true software defects from model behavior, data-quality, or process issues
• Partner with Engineering, QA, and business stakeholders on judgment-heavy incidents

Operational Controls

• Support human-review patterns, fallback routes, and safe-operating responses
• Define and apply production review practices for higher-risk workflows
• Document evidence and issue patterns for repeatability and release decisions
• Cover vendor-deployed solutions with same rigor as internally built workflows: managing vendor SLAs, update cycles, and incident patterns

Measurement Contribution

• Identify recurring issues and recommend improvements to monitoring and quality feedback loops
• Feed production learnings back into QA, Product, and Engineering
• Feed structured, reportable data into the measurement platform including performance metrics, incident patterns, adoption signals for portfolio-level visibility
• Act as product owner for AI usage and adoption dashboards

You Have:

• 4+ years experience in production support, AI operations, business process ops, analytics, or QA
• Strong analytical skills evaluating nuanced workflow/output issues with focus on safe operations
• High attention to detail; proven experience spotting subtle trust or quality issues
• Ability to work across engineering and business teams in ambiguous situations
• Comfort balancing evidence, judgment, and business impact under pressure
• Experience with AI-enabled workflows, operational analytics, or workflow-heavy systems
• Strong written communication and documentation discipline
• Python proficiency required
• Experience utilizing APIs
• Bachelor's degree preferred

You Are:

• Excited to be part of a growing team, with a focus on driving future growth
• Passionate about delivering exceptional client service
• Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
• Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
• A self-starter with a strong work ethic
• Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• A team player, able to work with team members across all levels
• Someone who enjoys mentoring others and doing meaningful work
• A leader of others; you lead by example

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.

Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Please note that as per Accordion policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our inclusive diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Accordion will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.