Ops AI & Transformation Manager

• Design, configure, and deploy AI-powered agent assist behaviors (real-time guidance, recommendations, and insights) within contact center platforms, primarily Cresta 

• Build, test, and iterate on AI agents that automate or augment contact center workflows with a thoughtful, risk-based approach 

• Own end-to-end delivery of AI solutions, from requirements and design through launch, monitoring, and ongoing optimization 

• Partner with internal teams and vendors to fine-tune models, prompts, and behaviors based on performance and business outcomes 

• Collaborate closely with the existing AI team to share ownership of delivery, support, and continuous improvement 

• Contribute to and maintain documentation, playbooks, and deployment standards to ensure scalability and continuity 

• Troubleshoot issues in production environments and iterate quickly to improve reliability and impact 

• Translate operational and business challenges into practical, AI-enabled solutions 

• You have 3–5 years of experience in analytics, automation, data, or applied AI roles, including hands-on experience deploying modern AI or LLM-powered solutions in production 

• You have experience supporting AI solutions in contact center, customer operations, or workflow automation environments, including agent assist or conversational AI tools (Cresta experience is a plus) 

• You are comfortable configuring, tuning, and iterating on AI behaviors, prompts, and workflows in live environments and understand how those systems impact operational metrics 

• You are execution-focused and enjoy building, launching, monitoring, and improving solutions in fast-paced, ambiguous environments 

• You collaborate effectively with technical and non-technical partners and can clearly explain AI concepts to stakeholders 

• Bachelor’s degree in a related field (e.g., Computer Science, Data Science, Engineering, Information Systems, or equivalent practical experience) 

• Experience working directly with foundation model APIs (e.g., OpenAI, Anthropic, Gemini) 

• Exposure to AI governance, quality monitoring, or tying AI initiatives to business KPIs 

Work Location
Lehi, Utah
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. LendingClub offers relocation, based on actual job level.

Time Zone Requirements
Primarily MT
While the position will primarily work local hours, LendingClub is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.

Travel Requirements
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed.

Compensation
The target base salary range for this position is 85,000-110,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of LendingClub’s Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance, employee performance and eligible earnings).

We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.

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