• Lead Lists & CRM Data Management • Support B2B functions with targeted lead lists and CRM data hygiene in HubSpot • Help build landing pages, dashboards, and digital products • Oversee marketing campaigns and maintain performance tracking frameworks • Collaborate on campaign performance reporting and content strategy across channels

Role Description Amira's Support function is small, the BPO partner is mid-onboarding, and our chatbot needs work. We are hiring a Senior Manager, Support Operations to own end-to-end frontline support — Tier 0 (our AI chatbot) and Tier 1 (our BPO team) — and to operate the whole thing as an AI-native function. We are not hiring a BPO manager who is curious about AI. We are hiring someone for whom AI is the substance of the work: - Writing prompts - Building agent-assist tooling - Analyzing tickets at scale - Integrating systems with MCP - Continuously improving how our chatbot deflects and resolves The BPO team is one of the things they operate, alongside and through these AI surfaces. The right person treats every operational question — staffing, QA, escalations, knowledge gaps — as something to investigate with data and improve with code, not something to manage through spreadsheets and meetings. What You'll Own - Tier 0 — The Amira Chatbot - Continuously improve our customer-facing chatbot: prompt engineering, knowledge base curation, intent and entity tuning, escalation logic - Track and improve containment rate, deflection rate, and CSAT for chatbot-handled interactions - Build the diagnostic trees, agent flows, and fallback handling that make the chatbot trustworthy at scale - Iterate weekly, not quarterly - Tier 1 — The BPO Operation - Own the day-to-day relationship with our BPO partner, including agent-level performance management, QA calibration, and SLA accountability - Run the operational rhythm: weekly syncs, monthly reviews, quarterly business reviews - Build agent-assist tooling (LLM-powered response drafting, knowledge retrieval, ticket categorization, escalation routing) that makes our BPO agents materially faster and more accurate - Drive coaching and quality by using AI to analyze 100% of tickets — not 10% samples - System Integrations - Build and maintain MCP connectors wiring AI tools into our operational systems (Salesforce, Zendesk, ChurnZero) so AI agents can read and act on real data - Personalize agent-assist responses with customer context pulled from CRM and product data - Design integrations that respect FERPA obligations and the sensitivity of educator and student data - Analytics & Continuous Improvement - Run AI-driven analysis of ticket volume, contact drivers, sentiment, and resolution patterns - Translate analysis into concrete improvements: knowledge base updates, chatbot tuning, training topics for BPO agents, product feedback for Engineering - Build reusable dashboards and reporting that make support performance legible to the rest of the company - FERPA & Compliance - Apply FERPA and COPPA rigor to every AI system you build — guardrails, audit logs, human-in-the-loop where student data is in play - Own agent background-check and approval workflows for BPO personnel with access to student PII How You'll Work This is a builder's role. Expect to spend significant time: - In Claude Code, Cursor, Copilot, Codex, or equivalent — writing prompts, agent flows, integration code, analysis scripts. Daily, not occasionally. - With AI coding agents as a working partner, not a curiosity - Reading tickets, transcripts, and customer conversations — at scale, with AI assistance, looking for patterns no spreadsheet would catch - Building agent-assist tooling and MCP connectors — and shipping them iteratively - In Salesforce, Zendesk, the chatbot platform, and our data layer — comfortable enough to investigate, query, and modify directly If you've never written a prompt, configured an MCP connector, or sketched an agent flow, this role will be a hard ramp. If you do these things daily already, you'll feel at home. What You'll Bring - We're hiring against demonstrated work, not credentials. - Required - You have built and shipped AI-powered support tooling that real people use — agent-assist features, LLM-powered ticket analysis, chatbot improvements, or similar. We will ask you to walk us through what you built and how. - You have hands-on experience writing prompts as a working practice — for production systems, not personal experiments - You have integrated AI tools with operational systems (CRM, helpdesk, data warehouse) via MCP, APIs, or equivalent - You have worked in a customer support or customer experience function — running queues, owning SLAs, working with vendor teams, or analyzing tickets at scale - You are comfortable in code: reading it, writing it with AI assistance, debugging it when it breaks. No specific language requirement. - You can have a direct conversation with a frustrated customer or district administrator without losing your composure

Role Description Tenemos una oportunidad para ti, estamos buscando un/a Quick Commerce Operations Specialist en Montevideo, Uruguay. ¿Qué desafíos te esperan? - Liderar la planificación y ejecución de proyectos regionales cross-funcionales para optimizar la disponibilidad digital de los locales y mejorar los tiempos de entrega en la plataforma, interactuando con equipos locales, regionales y globales. - Monitorear la performance operativa de las tiendas (capacidad de preparación, mitigación de saturación y puntualidad) a través del entendimiento de los algoritmos de asignación y lógicas logísticas. - Proponer nuevas iniciativas de mejora continua para maximizar las órdenes perfectas y eficientes a nivel regional, optimizando las herramientas de estimación y asignación. - Realizar estudios comparativos con competidores y otras regiones internacionales para adoptar mejores prácticas de elasticidad y configuraciones logísticas dinámicas en LATAM. - Generar dashboards y análisis de grandes volúmenes de datos operativos para transformar la información en reportes de impacto para el liderazgo de la compañía. Qualifications - Formación profesional en Ingeniería, Administración de Empresas, Economía, Ciencia de Datos o carreras afines. - Sólida experiencia laboral previa en áreas de operaciones, consultoría estratégica o gestión de proyectos. - Manejo avanzado de bases de datos con SQL y herramientas de analítica y Business Intelligence (como Looker, Tableau, Excel o similares). - Nivel de idioma inglés avanzado para la interacción con equipos internacionales. - Mindset orientado al análisis de datos y enfoque en la resolución de problemas. Benefits - Crear valor para un gran ecosistema de negocio. - Jugar en equipo, siempre: Pensar soluciones y construir colaborativamente, con buena energía. - Moverte a la velocidad de tus ideas y emprender. - Aprender, desarrollarte y reinventarte: Permitirte equivocarte, aprender haciendo, iterar y adaptarte a los cambios. - Generar impacto positivo en las personas y el planeta. - Trabajar de otra manera, en #ModoPeYa: no importa el tiempo ni el lugar desde donde trabajas, lo que importa es la agilidad con la que tomas decisiones, la flexibilidad para adaptarte y los resultados que alcanzas en equipo.

• Provide overall leadership for installation quality across all project sites • Establish and enforce installation standards, procedures, and best practices • Drive audit processes to ensure adherence to quality expectations • Monitor defect trends and implement corrective/preventive actions • Ensure consistent deployment of inspection and quality tools across projects • Oversee installation execution across multiple concurrent projects • Validate project readiness, including installation sequencing, schedules, and resource plans • Ensure adherence to cost, schedule, and quality targets throughout execution • Manage critical escalations and resolve execution challenges proactively • Partner with Program Management and Engineering for seamless project delivery • Own development, deployment, and enforcement of installation procedures (mechanical, electrical, commissioning) • Drive compliance with IQO processes, tools, and reporting systems • Serve as senior escalation point for installation-related customer issues • Lead & support customer meetings for installation progress and quality reviews • Lead post-project reviews and lessons learned processes • Implement data-driven insights from audits and dashboards • Build a strong leadership pipeline and succession plans