AI Agent DRI Operations Engineer

About Us

Recognized among Pittsburgh's 2024 Top Workplaces and Fastest-Growing Companies, Wolfe has been a leader in the Gift Card and FinTech sectors for over 25 years. We partner with national brands such as Pizza Hut, KFC, Pandora Jewelry, Kendra Scott, Wawa, Journeys and others to manage their gift card programs. Our flagship consumer brand, PerfectGift.com, enables customers to create customized gift cards.

We are a fast-paced environment, like kayaking down a white-water river, not canoeing on a lake. Learn more about our company culture, core values, and industry recognition on our career page (https://wolfe-llc.breezy.hr/).

Role Summary

AI is only as good as the person who owns it after it goes live and that's exactly what this role is about. As our AI Agent Directly Responsible Individual (DRI) Operations Engineer, you'll be the go-to person responsible for making sure Wolfe's AI agents across voice, chat, and email are performing at their best every single day. This isn't a build-from-scratch engineering role it's an ownership role where your decisions directly shape the customer experience and business outcomes tied to our AI investments.

If you're someone who thrives on accountability, loves digging into data, and gets genuine satisfaction from turning a underperforming system into a reliable, high-quality product this role was designed for you. You'll work cross-functionally, move fast, and see the direct impact of your work reflected in real metrics.

This is a 5-day onsite role in Pittsburgh, PA.

Responsibilities

• Serve as the single Directly Responsible Individual (DRI) for assigned AI agents across voice, chat, and email channels owning performance, quality, and outcomes end-to-end
• Manage and maintain the AI knowledge base, ensuring content is accurate, current, and structured to drive strong resolution rates
• Design, test, and continuously refine prompts and multi-turn conversation flows to improve resolution accuracy, tone, and brand alignment
• Define and tune AI-to-human escalation and handoff logic, using downstream feedback to strengthen agent behavior over time
• Own performance reporting and analysis tracking metrics like Automation Resolution Rate (ARR), CSAT, and escalation rates and execute corrective actions based on data trends

Impact Statement

For more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days.:

• AI agent ownership is fully established all assigned agents have documented baselines, clear performance benchmarks, and active monitoring in place
• Key failure modes are identified and remediated with visible, measurable improvements in ARR (target ≥90%) and CSAT (target ≥90%) tracked against the confirmed baseline
• Escalation and handoff quality is meaningfully improved reflected in a reduction in unproductive handoffs, repeat interactions, or unnecessary ticket creation

Qualifications

• Hands-on experience operating AI-driven systems in a live production environment
• Working knowledge of prompt engineering, knowledge management systems, and conversational UX principles
• Proven ability to diagnose performance issues using data, interaction logs, and qualitative review
• Familiarity with key AI/CX metrics such as ARR, CSAT, containment rate, or similar productivity measures
• Strong cross-functional communication skills with an ownership mindset and comfort operating in outcome-driven, accountable roles
• Experience with conversational AI, automation, or digital customer experience platforms is a strong plus

Compensation & Benefits

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

• Incentive Bonus
• Restricted Stock Units (RSUs)
• Profit Share
  
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• Short-Term Disability Insurance (Wolfe pays 100% of premium)
• Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
• PTO (vacation and sick time)
• Corporate Holidays and Floating Holidays
• 401(k)
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Tuition Reimbursement
• Internal Training and Information sessions
• Family Picnic, Holiday Party, and other outings
• Internal Culture Club

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Wolfe is an Equal Opportunity Employer.

Wolfe does not sponsor employment visas.