Agent Operations Lead – Agentic AI Platform

Ema is seeking an Agent Operations Lead to build and scale the operational foundation for its agentic AI platform. This role involves leading the design, monitoring, and optimization of AI workflows across customer environments to ensure reliability, performance, and business impact. The ideal candidate will combine operational leadership with data-driven decision-making and technical insight, partnering with Product, Engineering, and Customer Success to ensure efficient AI Employee operations and continuous learning.

Must Have

• Own the day-to-day operational performance of Ema’s deployed AI Employees.
• 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.
• Build dashboards and reporting frameworks to track AI Employee KPIs.
• Analyze patterns in customer and agent behavior to identify root causes and areas for optimization.
• Work closely with Customer Success, Engineering, and Product teams to prioritize issues and roadmap features.
• Coordinate technical escalations and ensure resolution SLAs are met.
• 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 operational incidents end-to-end.

Good to Have

• Prior startup or high-growth environment experience.

Perks & Benefits

• Competitive compensation
• Performance incentives
• Rapid growth potential
• Hybrid work model
• Opportunity to lead operations for cutting-edge AI systems
• Work closely with world-class AI engineers, product builders, and enterprise innovators
• High-impact leadership role
• Culture of high quality
• Culture of ownership and accountability
• Culture of impact-driven approach
• Culture of collaboration and learning
• Culture of execution over hierarchy

About Ema

Ema is redefining how work gets done by building the next generation of agentic AI technology that empowers every employee to be their most creative and productive. Our Universal AI Employee automates repetitive tasks, enabling enterprises to focus on strategic initiatives.

Founded by ex-Google, Coinbase, and Okta executives and backed by top-tier investors and angels, Ema is well-positioned to revolutionize enterprise productivity. We are headquartered in Silicon Valley, with a growing team in Bangalore. Our hybrid work environment encourages innovation and collaboration across geographies.

Role Overview

As an Agent Operations Lead at Ema, you will build and scale the operational foundation that powers our AI Employees. You’ll lead the design, monitoring, and continuous optimization of agentic AI workflows across customer environments—ensuring reliability, performance, and business impact at scale.

This is a hybrid role combining operational leadership, data-driven decision-making, and hands-on technical insight. You’ll partner closely with Product, Engineering, and Customer Success to ensure Ema’s AI Employees operate efficiently, learn continuously, and deliver measurable outcomes.

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

Key Responsibilities

1. AI Employee Operations & Monitoring

• 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.

2. Process Design & Optimization

• 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.

3. Data-Driven Performance Management

• 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.

4. Cross-Functional Collaboration

• 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.

5. Team Leadership & Scaling

• 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.

Required Skills & Qualifications

• 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 operational incidents end-to-end.
• Prior startup or high-growth environment experience is a plus.

Why Join Ema

• Lead operations for cutting-edge AI systems redefining enterprise productivity.
• Work closely with world-class AI engineers, product builders, and enterprise innovators.
• High-impact leadership role driving the scalability of Ema’s agentic AI platform.
• Hybrid work model enabling collaboration across Silicon Valley and Bangalore.
• Competitive compensation, performance incentives, and rapid growth potential.

Ema’s Culture & Values

• High Bar on Quality – We value excellence and expect world-class execution.
• Ownership & Accountability – We take full responsibility for our outcomes.
• Impact-Driven Approach – We measure success through tangible enterprise value.
• Collaboration & Learning – We learn fast, share knowledge, and grow together.
• Execution over Hierarchy – We prioritize outcomes and action over titles.