Ai Agents Manager - Customer Care (Barcelona)

What you’ll be doing
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Own the end‑to‑end performance of Preply’s customer‑facing AI agents/chatbot: resolution rate, deflection, and most importantly the quality and CX of every AI conversation
Lead and develop a multi‑disciplinary team across the four pillars of AI agent performance: AI Operations, Knowledge Management, Conversation Design, and Support Automation;
setting direction, coaching, and unifying them around a shared roadmap
Drive the day‑to‑day performance loop: track AI quality, tune behavior, prioritize fixes, and drive continuous iteration;
small improvements compound into meaningful gains
Treat the AI Agent as a product: own its roadmap, quality standards, and evolution;
not as a tool to monitor, but as a teammate to manage and improve
Improve the short‑term performance of the Customer C...