AI Agent Performance Lead

Responsibilities: Define conversation logic, decision policies, and behavioral guardrails (including safety, privacy, and brand tone) for AI agents across customer scenarios and journeys, enabling reliable, effective behavior at scale. Map customer journeys through the agent: define decision points, routing logic, qualification criteria, and handoff conditions that optimize for lead quality, conversion, and customer experience. Define the metrics that matter for agent performance: conversation completion rates, lead quality scores, customer satisfaction, routing accuracy, time-to-resolution, and impact on sales pipeline. Partner with Analytics/Commercial Technology to build dashboards that surface agent performance at multiple levels: daily operations view, weekly performance trends, and monthly business impact analysis. Ensure data pipelines capture the signals needed to measure agent effectiveness. Present channel performance, risk, and roadmap updates in a recurring cadence (e.g. weekly ops review, monthly business review), translating technical detail (model behavior, evaluation results, experimentation outcomes) into clear, decision-ready narratives for an executive audience. Diagnose model behavior, tool-use failures, instruction conflicts, and workflow breakdowns using transcripts and evaluation data. Run A/B tests on agent behavior changes; measure impact on conversation quality, customer satisfaction, lead routing accuracy, and sales outcomes. Treat agent optimization as a continuous process, not a one-time build. Conduct regular analysis of agent conversations: sample and review transcripts to identify patterns, assess quality, understand failure modes, and surface improvement opportunities. Translate agent limitations into product requirements; prioritize based on business impact. Serve as the primary escalation point for agent-related issues, coordinating cross-functional triage and root cause analysis. Communicate with field teams (sales, customer support) and cross-functional stakeholders to understand what improvements would have the most impact. Drive progress in ambiguous, cross-functional environments and remove barriers to execution through clear decisions, ownership, and communication.

Qualifications: 7+ years of technical sales/revenue operations experience, or software engineering, or AI operations, with proficiency in TypeScript or JavaScript (Node.js).Hands-on experience evaluating LLMs, understanding how models reason and fail. Comfortable reading REST API specs and working with JSON Schemas provided by technical teams. Ability to translate business goals (lead qualification, response time reduction, conversion) into deterministic agent code. Deep understanding of sales funnels, customer journeys, frontline workflows, and the operational levers that influence conversion and customer satisfaction. Strong executive presence required with experience successfully presenting and distilling complex concepts for a C-suite audience. Experience explaining technical concepts (prompting, tool calling, model behavior) to non-technical stakeholders and vice versa. Exceptional conversational writing skills: able to craft concise, natural, and persuasive dialogue that aligns with brand tone and voice. Demonstrated ability to define product strategy and translate ambiguous business problems into prioritized roadmaps and executable requirements.

Preferred Qualifications: Experience with agent frameworks (LangChain, CrewAI, or similar) or building multi-step reasoning systems. Background in product operations, sales engineering, or customer success—roles where you've had to understand both the technical side and the commercial impact. Familiarity with sales tech stack tools (e.g., Salesforce, HubSpot, Gong, Outreach, Chili Piper).Experience with state machine design or conversational UX frameworks. Basic working knowledge of Python for data processing or evaluation scripting. Exposure to automotive, retail, or direct-to-consumer sales environments. Pay Disclosure: The salary range for this role is $154,000 to $192,500 for SoCal and $140,600 to $175,000 for Georgia based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus and equity awards. We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.