Head of CX & AI Support

You will be the Head of CX & AI Support at Ultrahuman, the world's most comprehensive self-quantification platform. Ultrahuman designs and ships innovative products worldwide, including the Ultrahuman Ring AIR, Ring PRO, M1 continuous glucose monitoring platform, Blood Vision, Ultrahuman Home, and Jade, the biointelligence AI. Ultrahuman operates like a product company in every function, including support. CX is considered a product surface that is continuously improved and optimized. Your role at Ultrahuman will focus on enhancing experience quality and ensuring every customer interaction is genuinely good. You will be responsible for various aspects of the support organization, including managing the AI stack, overseeing the AI-ops engineering pod, and leading Channel AI Managers. Your mandate is to raise quality without compromising automation gains and to make the support organization lean and efficient. In your first 90 days, you will familiarize yourself with the AI system, analyze customer interactions, and make improvements to enhance CX quality. You will take control of the quality review process, set quarterly targets, and make structural decisions to optimize support outcomes. By the end of the 90 days, you will present a 12-month operating plan to the leadership team. Success in this role at 12 months will be measured by higher CSAT, improved automation quality, containment rates, and operational efficiency. You must have at least 5 years of experience running customer-facing operations at scale, hands-on experience with LLM systems, demonstrated lean-org conviction, strong written judgment, and data fluency. Additionally, you should be comfortable making irreversible decisions, possess hardware/device support experience, and have AI evaluation experience. While a specific degree is not required, you should have a proven track record of managing quality outcomes in customer operations. Legacy contact-center experience is not necessary, and a prior "Head of" title is not mandatory. A wearables background is not essential, as judgment and experience are valued over specific industry knowledge. You will be the Head of CX & AI Support at Ultrahuman, the world's most comprehensive self-quantification platform. Ultrahuman designs and ships innovative products worldwide, including the Ultrahuman Ring AIR, Ring PRO, M1 continuous glucose monitoring platform, Blood Vision, Ultrahuman Home, and Jade, the biointelligence AI. Ultrahuman operates like a product company in every function, including support. CX is considered a product surface that is continuously improved and optimized. Your role at Ultrahuman will focus on enhancing experience quality and ensuring every customer interaction is genuinely good. You will be responsible for various aspects of the support organization, including managing the AI stack, overseeing the AI-ops engineering pod, and leading Channel AI Managers. Your mandate is to raise quality without compromising automation gains and to make the support organization lean and efficient. In your first 90 days, you will familiarize yourself with the AI system, analyze customer interactions, and make improvements to enhance CX quality. You will take control of the quality review process, set quarterly targets, and make structural decisions to optimize support outcomes. By the end of the 90 days, you will present a 12-month operating plan to the leadership team. Success in this role at 12 months will be measured by higher CSAT, improved automation quality, containment rates, and operational efficiency. You must have at least 5 years of experience running customer-facing operations at scale, hands-on experience with LLM systems, demonstrated lean-org conviction, strong written judgment, and data fluency. Additionally, you should be comfortable making irreversible decisions, possess hardware/device support experience, and have AI evaluation experience. While a specific degree is not required, you should have a proven track record of managing quality outcomes in customer operations. Legacy contact-center experience is not necessary, and a prior "Head of" title is not mandatory. A wearables background is not essential, as judgment and experience are valued over specific industry knowledge.