Digital AI Performance Manager, Global Contact Center

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Work you'll do

The Digital AI Performance Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agentssupporting the Global Contact Center.

This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations.

This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness.

The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes.

Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.

Performance Monitoring & Analytics


* Monitor digital agent performance against established service, quality, automation, and customer experience targets.


* Design and maintain performance reporting for operational, executive, and governance audiences.


* Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.


* Identify emerging risks and performance issues before they impact service quality or customer experience.


* Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.

Key Metrics Owned


* Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.

Quality Assurance & Compliance


* Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.


* Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.


* Lead calibration activities to ensure consistent evaluation standards across operations and support teams.


* Validate quality performance following prompt, workflow, knowledge, or platform changes.


* Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.

Incident Management & Risk Governance


* Establish and execute AI incident response, escalation, and remediation procedures.


* Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.


* Coordinate urgent remediation activities and recommend disab...