Manager of Conversation Analysis

Position Summary

The Manager, Conversation Analysis leads a team of analysts and owns the labeling methodology, rubrics, and ground truth labeled data that power Authenticx AI models and generate insights for our clients. This leader is accountable for the engagement, accuracy, and throughput of the team, and for delivering labeling and insights mining initiatives on schedule. The role combines direct people management with deep methodological ownership and a client-facing presence. The right candidate develops analysts while holding them to clear performance standards, serves as the subject-matter expert in front of clients and cross-functional partners in Data Science, Prompt Engineering, Product, and Client Success, and actively advances how the function operates through innovation and focus on continuous improvement. This role blends people leadership, analytical rigor, and operational excellence in a fast-paced SaaS environment.

What You’ll Do

Directly manage a team of analysts, including hiring, onboarding, performance reviews, career development, and day-to-day coaching

Manage capacity, work prioritization, and timelines to meet project timelines

Identifyprocess improvements to increase efficiency, scalability, and reliability of labeling operations

Develop rubrics and ground truth labeled data supporting AI model development, insights mining, and continuous improvement

Ensure consistent application of rubrics through regular secondary reviews proactively addressing gaps while recognizing and developing high performers

Partner with the AI and Data Science team to align labeling methodologywith model development requirements while communicating progress, risks, and meaningful observations in the data.

Serve as the Subject Matter Expert (SME) to customers and cross-functional partners in Data Science, Prompt Engineering, Product, and Client success related to our model development operating procedures

Develop and maintainexpert level knowledge in how labeled conversational data connects to model development and outcomes

Serves as an escalation point collaborating with internal teams (Support, Product, Engineering, CS) to address any customer issues, ensuring swift and efficient resolution.

Drive innovation and cast a vision for how we evolve our rubric design, labeling methodology, and insights mining and delivery

Foster a culture of continuous improvement with strong performance, consistency, engagement

Key Skills

Intellectual curiosity and a drive to possessa deep understanding of the Authenticx model development lifecycle, including our approach to rubric design and ground truth labeling for new model development and continues improvement

Demonstrates critical thinking, new ideas, risk recognitionand ability to drive change

People leadership with proven record of conflict resolution, coaching, developing, and growing analytical teams

Thrives in ambiguity, moves with urgency, and holds themselves to the same standard of accountability they hold others

Ability to advise clients on Authenticxmodel development framework and how this work connects to successful outcomes

Excellent communication with ability to translate complex concepts into clear written standard and guidance

Strong cross-functional collaboration with authenticxcross-functional teams and customers to ensure successful Authenticx solution adoption

Written and oral communication skills that reflect the professionalism, expertise, precision, and specificity necessary for communicating mattersthat may have compliance and regulatory implications

Success Criteria

Innovates:Evolves rubric design, labeling methodology, and the way insights are mined and delivered.

Leads and Motivates:Drives analyst engagement, development, and retention.

Demonstrates Expertise:Acts as a trusted advisor internally and externally.

Delivers High-Quality Ground Truth Data:Produces objective ground truth data that meets defined agreement thresholds, validated through scheduled secondary reviews, and supports insights initiatives.

Executes:Builds delivery plans and meets agreed deadlines across initiatives and projects.

Qualifications

Required

3+ years of people management experience leading analytical, labeling, or quality-focused teams

Strong analytical thinking with the ability to identifyroot causes of quality or performance issues

Excellent written and verbal communication, including translating complex methodologyinto clear guidance

Proven track recordin client-facing settings as a subject-matter expert

Experience working cross-functionally with technical teams such as data science or engineering

Demonstrated record of innovation and elevating existing teams

Preferred

Background in conversation analysis, transcription review, annotation, or structured qualitative analysis

Experience in healthcare, life sciences, call enters, or regulated SaaS environments is a plus

Additional Information

This is a remote/virtual position

For local team members, occasional on-site working (Indianapolis north side) may be expected for in-person activities

For remote team members, traveling to Indianapolis may be requiredapproximately 1-2x per year, based on business needs

Travel for client meetings may be expected, based on business needs

Candidates must residein the USA and be authorized to legally work in the USA without requiring employment visa sponsorship now or in the future