Manager, Operations & Change Management

Job Description
We are seeking a dynamic, strategic, and change-oriented leader to serve as our Manager, Operations & Change Management. This is a critical, high-visibility role responsible not just for AI oversight, but for driving the organizational change required to embed AI into day-to-day business processes successfully and sustainably.
You will lead a specialized team of 3-4 Subject Matter Experts who serve as the essential "human-in-the-loop" across all enterprise AI systems. Your team validates, analyzes, and reports on AI performance-particularly within AI-assisted client communications-and transforms these insights into actionable guidance for the business.
But above all, this role is about change enablement. You will champion the rollout, adoption, and continuous refinement of AI tools, ensuring the organization is equipped, aligned, and supported through every stage of transformation, while upholding our rigorous compliance and ethical standards.
What you'll do:
AI Integration, Change Enablement & Operational Strategy

• Act as the primary "integration and change owner" for AI tools, partnering with Operations, Compliance, Technology, Data Science, and Training teams to ensure new AI capabilities are effectively introduced, communicated, and embedded into workflows.
• Lead the change management strategy for AI adoption including stakeholder alignment, communication plans, readiness assessments, training design, and post-launch reinforcement.
• Build and manage structured feedback loops that convert your team's insights (e.g., error rates, hallucination trends, workflow issues) into recommendations that inform both operational adjustments and Product/Engineering model improvements.
• Assess existing workflows (e.g., call analysis, automated responses) to identify performance gaps, friction points, or change impacts, ensuring process redesign efforts support both user adoption and business value.
• Partner with operational leaders to advocate for AI best practices, increase end-user confidence, and support effective and compliant tool usage through clear documentation, playbooks, and tailored training.

AI Performance Management & Continuous Improvement

• Define, track, and socialize key AI performance indicators (KPIs), such as model accuracy, error rates, hallucination frequency, user adoption metrics, and realized business impact.
• Oversee systematic human review of AI outputs, including audits of AI-monitored client calls, validating compliance, accuracy, tone, and sentiment analysis.
• Collaborate with Data Analytics to develop reports and dashboards that translate complex findings into clear, actionable business narratives for senior leadership.
• Identify signs of model drift, workflow misalignment, or user-related performance issues, initiating remediation and ensuring tools evolve in tandem with the needs of the business.
• Drive a continuous-improvement mindset-using insights from performance data and user feedback to refine processes, training, and change strategies.

Team Leadership & Development

• Lead, coach, and develop a team of 3-4 AI Subject Matter Experts, fostering a culture of curiosity, disciplined analysis, adaptability, and continuous learning.
• Establish and maintain Standard Operating Procedures (SOPs) for AI inspection, validation, and performance reporting, ensuring consistency and readiness across periods of change.
• Set clear expectations, manage workload, and support skill development to build a high-performing team capable of supporting enterprise-wide AI transformation.

Qualifications
What you'll bring:

• Experience: 3-5+ years of experience in a relevant field such as operations management, business process improvement, quality assurance, or data analytics.
• Leadership: 1-2+ years of proven experience in a supervisory or management role, with a strong ability to coach, mentor, and manage a team.
• Analytical Acumen: Exceptional analytical and problem-solving skills. Ability to analyze complex, unstructured data (like call transcripts) and operational workflows to identify root causes and opportunities.
• Technical Aptitude: A strong understanding of AI, machine learning, and NLP concepts. Must be able to "speak the language" of both technical and business stakeholders and understand concepts like "AI hallucination."
• Communication: Outstanding written and verbal communication skills, with a proven ability to present complex information and strategic recommendations to senior leaders.
• Collaboration: A "bridge-builder" mentality with a track record of working effectively across multiple departments (e.g., Tech, Operations, Compliance).

Preferred:

• Bachelor's degree in Business, Data Science, Finance, or a related field.
• Direct experience in the debt relief or financial services industry.
• Deep knowledge of relevant regulations (FDCPA, TCPA, UDAAP).
• Experience with continuous improvement methodologies (e.g., Six Sigma, Lean).
• Hands-on experience with data visualization tools (e.g., Tableau, Power BI) and/or call center analytics software.

Note: We will be unable to facilitate H1-B Visa transfer or sponsorship, along with STEM-OPT Visa
Additional Information
Achieve well-being with:

• Hybrid and remote work opportunities for certain roles
• 401 (k) with employer match
• Medical, dental, and vision with HSA and FSA options
• Competitive vacation and sick time off, as well as dedicated volunteer days
• Access to wellness support through Employee Assistance Program, physical and mental health wellness programs and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet care discounts for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect and a commitment to diversity and inclusion through our six employee resource groups

Join Achieve, change the future.
At Achieve, we're changing millions of lives.
From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,500 employees in mainly hybrid jobs with some remote opportunities available for certain roles across the United States with hubs in Arizona, California, and Texas. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.