AI Operations Specialist

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.

Pay: $22.00 - $24.00 per hour