This is a hybrid role combining operational leadership, data-driven decision-making, and hands-on technical insight. You’ll partner closely with Product, Engineering, and Customer Success to ensure Ema’s AI Employees operate efficiently, learn continuously, and deliver measurable outcomes.

The ideal candidate thrives in fast-moving, high-ambiguity environments, can design structured operational frameworks, and has a passion for AI-driven automation.

Key Responsibilities

1. AI Employee Operations & Monitoring

• Own the day-to-day operational performance of Ema’s deployed AI Employees across enterprise environments.
• Define and maintain operational SLAs, error thresholds, and performance monitoring frameworks.
• Implement systems to track accuracy, latency, and completion rates across AI workflows.
• Partner with engineering teams to resolve production issues quickly and systematically.

2. Process Design & Optimization

• Design scalable operational processes for deployment, updates, and maintenance of AI Employees.
• Develop playbooks, escalation paths, and SOPs for issue triage, incident response, and continuous improvement.
• Identify automation opportunities across internal workflows to reduce manual intervention and improve efficiency.
• Collaborate with Product and AI Application Engineering to ensure new features are operationally ready before launch.

3. Data-Driven Performance Management

• Build dashboards and reporting frameworks to track AI Employee KPIs (accuracy, efficiency, uptime, utilization).
• Analyze patterns in customer and agent behavior to identify root causes and areas for optimization.
• Partner with Data Science to refine AI models and ensure continuous performance improvement.
• Communicate insights to stakeholders through structured reports and business reviews.

4. Cross-Functional Collaboration

• Work closely with Customer Success, Engineering, and Product teams to prioritize issues and roadmap features.
• Coordinate technical escalations and ensure resolution SLAs are met across internal teams.
• Represent Agent Operations in product and engineering planning cycles to align capabilities with customer needs.

5. Team Leadership & Scaling

• Build and mentor a high-performing Agent Operations team focused on reliability, automation, and excellence.
• Establish operational training programs for internal and customer-facing teams.
• Drive a culture of accountability, continuous improvement, and proactive risk mitigation.

Required Skills & Qualifications

• 5+ years of experience in Operations, Program Management roles within Enterprise SaaS, AI, or automation companies.
• Proven experience managing large-scale operational systems, preferably involving AI or ML workflows.
• Strong understanding of cloud-based systems, APIs, and monitoring tools.
• Demonstrated ability to design and execute scalable operational processes.
• Excellent analytical and data visualization skills (SQL, dashboards, KPI management).
• Strong stakeholder management and communication skills.
• Experience leading cross-functional initiatives and managing operational incidents end-to-end.
• Prior startup or high-growth environment experience is a plus.

Why Join Ema

• Lead operations for cutting-edge AI systems redefining enterprise productivity.
• Work closely with world-class AI engineers, product builders, and enterprise innovators.
• High-impact leadership role driving the scalability of Ema’s agentic AI platform.
• Hybrid work model enabling collaboration across Silicon Valley and Bangalore.
• Competitive compensation, performance incentives, and rapid growth potential.

Ema’s Culture & Values

• High Bar on Quality – We value excellence and expect world-class execution.
• Ownership & Accountability – We take full responsibility for our outcomes.
• Impact-Driven Approach – We measure success through tangible enterprise value.
• Collaboration & Learning – We learn fast, share knowledge, and grow together.

Execution over Hierarchy – We prioritize outcomes and action over titles.