[Hiring] AI Manager, Member Experience @Function Health

Role Description

We're building an AI-powered member support experience that gets better every week, and this is the role that makes that happen. The AI Manager owns the day-to-day operations and continuous improvement of our AI Agents, including Fin, our Intercom-based support AI. You'll be accountable for how well our AI Agents handle member conversations, how smoothly they hand off to humans, and whether the changes we make week over week are actually working. Quality outcomes, the systems behind them, and the team that runs it all report to you.

Key Responsibilities:

• Manage the AI member journey end-to-end.
• Run the operating cadence.
• Own the metrics.
• Own conversation design and intent architecture.
• Own and evolve the AI tooling infrastructure.
• Keep AI content accurate and current.
• Manage and develop your team.
• Partner cross-functionally and keep operations safe.

Qualifications

• 5+ years in operations, program management, or an AI/CX-adjacent role, with direct people management experience.
• Hands-on experience building and operating AI Agents or conversational AI systems in a customer-facing context, including support AI tools like Fin or similar.
• Deep familiarity with how these systems break and how to fix them: escalation failures, knowledge gaps, tone issues, and hallucination patterns.
• Platform fluency in tools like Intercom, Zendesk, or Salesforce at a configuration level.
• Experience managing data integrations that power AI systems and working with engineers to close coverage gaps.
• Experience managing content operations or knowledge systems in partnership with SMEs across an organization.
• Strong metrics orientation and clear communication in both directions.

Requirements

• Familiarity with Langfuse or AI evaluation frameworks.
• Background in healthcare, care navigation, or any context where accuracy has real consequences.
• Experience building a QA function from early-stage to operational maturity.

Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• Dynamic work environment where creativity and innovation are encouraged.

Company Description

Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024, and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health.

Function recently announced a $298M Series B and is entering its next chapter of growth. As we scale, the quality and durability of our People systems, data, and insights will directly shape our ability to attract, retain, and support exceptional talent.

We are growing our team and seeking out world-class talent that deeply believes in our mission to positively impact global health, has a relentless bias toward action, and a growth mindset.