Ops AI & Transformation Manager

Current Employees of Lending Club:
Please apply via your internal Workday Account Lending Club  (soon to be Happen Bank) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community.

Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role We are building an AI Center of Excellence (COE) under the COO to accelerate how AI drives real, measurable impact across our contact center operations. The AI Analyst will play a critical, execution-focused role designing, deploying, and scaling AI-powered agent assist behaviors and AI agents that directly support frontline operations and member experience.

This role partners closely with an existing AI team and business stakeholders to deliver production-ready AI solutions—moving quickly while maintaining quality, reliability, and responsible AI practices.

What You'll DoDesign, configure, and deploy AI-powered agent assist behaviors (real-time guidance, recommendations, and insights) within contact center platforms, primarily Cresta Build, test, and iterate on AI agents that automate or augment contact center workflows with a thoughtful, risk-based approach

Own end-to-end delivery of AI solutions, from requirements and design through launch, monitoring, and ongoing optimization

Partner with internal teams and vendors to fine-tune models, prompts, and behaviors based on performance and business outcomes

Collaborate closely with the existing AI team to share ownership of delivery, support, and continuous improvement

Contribute to and maintain documentation, playbooks, and deployment standards to ensure scalability and continuity

Troubleshoot issues in production environments and iterate quickly to improve reliability and impact

Translate operational and business challenges into practical, AI-enabled solutions

About You You have 3–5 years of experience in analytics, automation, data, or applied AI roles, including hands-on experience deploying modern AI or LLM-powered solutions in production

You have experience supporting AI solutions in contact center, customer operations, or workflow automation environments, including agent assist or conversational AI tools (Cresta experience is a plus)
You are comfortable configuring, tuning, and iterating on AI behaviors, prompts, and workflows in live environments and understand how those systems impact operational metrics

You are execution-focused and enjoy building, launching, monitoring, and improving solutions in fast-paced, ambiguous environments

You collaborate effectively with technical and non-technical partners and can clearly explain AI concepts to stakeholders

Bachelor’s degree in a related field (e.g., Computer Science, Data Science, Engineering, Information Systems, or equivalent practical experience)
Experience working directly with foundation model APIs (e.g., OpenAI, Anthropic, Gemini)
Exposure to AI governance, quality monitoring, or tying AI initiatives to business KPIsWork Location Lehi, Utah The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered.

Lending Club offers relocation, based on actual job level.

Time Zone Requirements Primarily MTWhile the position will primarily work local hours, Lending Club is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.

Travel Requirements Monthly/quarterly/as needed travel to Lending Club offices and/or other locations, as needed.

Compensation The target base salary range for this…