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AI Operations Specialist

Position Overview

The AI Scheduling Specialist is responsible for the day-to-day execution, maintenance, and optimization of the company's AI-powered scheduling platform. Reporting to the AI Operations Lead, this role focuses on implementing configurations, monitoring performance, and supporting ongoing improvements to ensure the system operates efficiently and effectively.

This is a highly execution-focused role, responsible for carrying out updates, resolving issues, and supporting performance goals, particularly booking rate and containment rate, rather than setting strategy. The AI Scheduling Specialist plays a critical role in ensuring the AI scheduling tool performs consistently and delivers a high-quality customer experience.

Key Responsibilities

AI Scheduling Execution & Configuration

• Execute updates to the AI scheduling tool, including workflows, routing rules, service options, and business logic
• Maintain accurate system configuration based on direction from the AI Operations Lead
• Implement changes related to pricing, availability, geography, promotions, and service offerings
• Perform regular system audits to ensure configurations are functioning as intended

Performance Monitoring & Support

• Monitor key performance metrics, including: Booking Rate
• Containment Rate
• Flag performance issues, anomalies, or opportunities for improvement to the AI Operations Lead
• Support analysis by gathering data and identifying trends in scheduling outcomes
• Assist in testing improvements (e.g., script changes, logic adjustments) and tracking results

Issue Resolution & Troubleshooting

• Identify and resolve day-to-day issues within the AI scheduling system
• Investigate scheduling errors, failed bookings, or customer experience gaps
• Escalate complex or systemic issues to the AI Operations Lead as needed
• Ensure timely resolution of defects impacting booking or containment performance

Process Execution & Continuous Improvement Support

• Support ongoing optimization efforts by implementing changes directed by leadership
• Participate in testing (A/B tests, workflow updates, etc.) and document outcomes
• Identify recurring issues or inefficiencies and share observations with the AI Operations Lead
• Assist in refining processes to improve system accuracy and performance

Cross-Functional Coordination

• Work with Customer Service and Operations teams to address scheduling-related issues
• Communicate system changes and updates as needed to stakeholders
• Gather frontline feedback to help inform improvements to the AI scheduling tool

Documentation & System Maintenance

• Maintain clear and accurate records of system configurations and updates
• Document workflows, changes, and known issues for internal reference
• Ensure consistency and organization of system-related documentation

Qualifications

Required

• Strong attention to detail and ability to execute tasks with accuracy
• Analytical mindset with the ability to identify trends and issues
• Comfort working with technology, systems, or automated tools
• Strong organizational and problem-solving skills

Preferred

• Experience with AI tools, chatbots, or scheduling platforms
• Background in home services, field service operations, or call center environments
• Familiarity with CRM or scheduling systems

Key Success Metrics

• Stability and accuracy of AI scheduling configurations
• Contributions to improving Booking Rate (%)
• Contributions to improving Containment Rate (%)
• Timeliness and quality of issue resolution
• Accuracy and completeness of system updates and changes

Core Competencies

• Attention to detail
• Execution and reliability
• Problem-solving
• Technical aptitude
• Collaboration
• Strong communication skills
• Continuous improvement mindset

Why This Role Matters

The AI Scheduling Specialist ensures the AI scheduling platform operates effectively on a day-to-day basis. By executing updates, resolving issues, and supporting performance improvements, this role directly contributes to increased bookings, reduced manual workload, and a more seamless customer experience.