Trusting Social is an AI Fintech pioneer that's revolutionizing credit access in emerging markets. Our mission is "Advancing AI to Meet the Financial Needs of Everyday Consumers with Empathy." We've assessed over 1 billion consumers across four countries, and we're on a mission to provide 100 million credit lines using the power of AI and Big Data.

We are hiring a Product Operations Specialist to run and continuously improve Sophia, a virtual AI-driven sales agent that operates outbound and inbound sales conversations at scale. This role is accountable for day-to-day operational reliability, data accuracy, and performance monitoring—and for driving improvements in contact rate and conversion through structured execution and cross-functional coordination. You will partner with Product, Data Science, Engineering, and Voice/Telephony teams to keep production healthy and to deliver measurable improvements.

Why It Matters

Sophia is one of the first high-performing GenAI agents deployed in banking services, operating in a real, regulated environment where reliability and customer experience are non-negotiable. This role sits at the center of scaling that impact: keeping production stable, ensuring data is trusted, and turning operational signals into measurable improvements in contact rate and conversion.

You’ll work in a team culture that supports growth, experimentation, and shipping - with the mandate to test new ideas quickly, learn from results, and push Sophia to a new performance baseline.

What You'll Do

1. Production Operations & Incident Response

• Execute daily calling operations (batch setup, monitoring during calling hours, issue triage and resolution).
• Monitor system stability and capacity to ensure reliable performance during peak periods.
• Maintain and update blacklists in line with internal policies and regulatory requirements.

2. Issue Management & Release Readiness

• Identify system and operational issues; log bugs with clear reproduction steps, impact assessment, and prioritization.
• Coordinate with Data Science and Engineering to drive issues to resolution; validate fixes in production.
• Support release follow-ups, regression checks, and operational readiness for deployments.

3. Data Integrity & Reconciliation

• Reconcile call data, campaign results, and reporting outputs to ensure accuracy and consistency.
• Investigate discrepancies and partner with relevant teams to identify root causes and corrective actions.

4. Performance Monitoring & Continuous Improvement

• Monitor key funnel metrics and call outcome distributions on a daily/weekly cadence.
• Analyze trends and drop-off points across the calling funnel.
• Recommend operational or product-level improvements to improve contact rate, conversion, and efficiency.

5. Calling Strategy Support

• Support iteration of calling strategies (segmentation, scheduling, routing, batch logic).
• Translate business objectives into operating plans and measurable performance indicators.

6. Feature Execution Support

• Support feature development by gathering requirements, writing specifications/user stories, and coordinating UAT.
• Validate impact using metrics/experiment results; support rollout and post-launch monitoring.

What We're Looking For

• 2–5 years in product operations, product execution, business operations, or similar roles in a tech-enabled environment.
• Strong analytical skills (funnel analysis, reconciliation, metrics monitoring).
• Experience working with technical teams (Engineering, Data/DS) to resolve issues and deliver improvements.
• Ability to manage day-to-day operational pressure while maintaining structured and data-driven execution.
• Strong ownership mindset, problem-solving ability, and clear communication skills.
• Experience writing product requirements and supporting end-to-end feature rollout.

Preferred Qualifications

• Experience with AI-powered products, automation, or large-scale outbound systems.
• Experience in fintech/banking or regulated environments.
• Familiarity with voice platforms, CRM systems, or campaign management tools.