[Remote] Agent Operations Lead – Agentic AI Platform at Ema

India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Technology, Enterprise SoftwareIndustries

Requirements

5+ years of experience in Operations, Program Management roles within Enterprise SaaS, AI, or automation companies
Proven experience managing large-scale operational systems, preferably involving AI or ML workflows
Strong understanding of cloud-based systems, APIs, and monitoring tools
Demonstrated ability to design and execute scalable operational processes
Excellent analytical and data visualization skills (SQL, dashboards, KPI management)
Strong stakeholder management and communication skills
Experience leading cross-functional initiatives and managing

Responsibilities

Own the day-to-day operational performance of Ema’s deployed AI Employees across enterprise environments
Define and maintain operational SLAs, error thresholds, and performance monitoring frameworks
Implement systems to track accuracy, latency, and completion rates across AI workflows
Partner with engineering teams to resolve production issues quickly and systematically
Design scalable operational processes for deployment, updates, and maintenance of AI Employees
Develop playbooks, escalation paths, and SOPs for issue triage, incident response, and continuous improvement
Identify automation opportunities across internal workflows to reduce manual intervention and improve efficiency
Collaborate with Product and AI Application Engineering to ensure new features are operationally ready before launch
Build dashboards and reporting frameworks to track AI Employee KPIs (accuracy, efficiency, uptime, utilization)
Analyze patterns in customer and agent behavior to identify root causes and areas for optimization
Partner with Data Science to refine AI models and ensure continuous performance improvement
Communicate insights to stakeholders through structured reports and business reviews
Work closely with Customer Success, Engineering, and Product teams to prioritize issues and roadmap features
Coordinate technical escalations and ensure resolution SLAs are met across internal teams
Represent Agent Operations in product and engineering planning cycles to align capabilities with customer needs
Build and mentor a high-performing Agent Operations team focused on reliability, automation, and excellence
Establish operational training programs for internal and customer-facing teams
Drive a culture of accountability, continuous improvement, and proactive risk mitigation

Skills

Key technologies and capabilities for this role

AI OperationsMonitoringSLA ManagementPerformance OptimizationWorkflow DesignData-Driven Decision-MakingProcess AutomationError ResolutionLatency TrackingAI Deployment

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The role is hybrid, with a hybrid work environment that encourages innovation and collaboration across geographies. The company is headquartered in Silicon Valley with a growing team in Bangalore.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills are required for the Agent Operations Lead role?

The role requires operational leadership, data-driven decision-making, hands-on technical insight, ability to design structured operational frameworks, and thriving in fast-moving, high-ambiguity environments.

What is the company culture like at Ema?

Ema has a hybrid work environment that encourages innovation and collaboration across geographies, with a fast-moving culture focused on redefining work through agentic AI technology.

What makes a strong candidate for this position?

A strong candidate thrives in fast-moving, high-ambiguity environments, can design structured operational frameworks, and has a passion for AI-driven automation.

Ema

Develops enterprise AI solutions for workforce efficiency

About Ema

Ema develops and implements AI solutions specifically designed for businesses. Their main product is AI employees that can be customized through conversation to learn and perform tasks that exceed human capabilities, allowing companies to quickly expand their workforce. Ema's AI solutions focus on replacing traditional co-pilots with secure and compliant AI employees, meeting strict standards like SOC2, ISO27001, GDPR, HIPAA, and NIST. The EmaFusionTM model combines the strengths of over 100 large language models to deliver high accuracy at a low cost for various enterprise applications. Ema distinguishes itself from competitors by providing tailored solutions that empower businesses to enhance their operational efficiency. The company's goal is to help enterprises take control of their operations and achieve significant improvements in productivity through advanced AI technology.

Mountain View, CaliforniaHeadquarters

2023Year Founded

$59.3MTotal Funding

SERIES_ACompany Stage

Cybersecurity, AI & Machine LearningIndustries

51-200Employees

Benefits

Hybrid Work Options

Risks

Emerging competition from startups like SilkFlo and Kognitos threatens Ema's market share.

Rapid customer base expansion may strain Ema's operational capabilities and service quality.

Reliance on multiple investors may lead to conflicting interests and strategic directions.

Differentiation

EmaFusionTM integrates over 100 LLMs for high accuracy and cost-effectiveness.

Ema offers secure AI employees adhering to SOC2, ISO27001, GDPR, HIPAA, and NIST standards.

Ema's no-code AI agents enable enterprises to deploy AI without extensive technical expertise.

Upsides

Ema's customer base has more than doubled since its launch in March 2024.

Ema secured $50M in Series A funding, enhancing its market position and capabilities.

Growing demand for AI-driven automation aligns with Ema's focus on AI employees.

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