AI Operations Specialist

Hoffmann Brothers is a family-owned, founder-led home services company. Our HVAC, plumbing, and electrical teams take care of homeowners every day, and we invest in the people and technology that make that experience better. Netic, our AI platform, handles a growing share of how customers reach us through voice intake, web booking, and text.

We are looking for an AI Operations Specialist to own the day-to-day rollout of Netic and make sure it works the way our customers and team need it to.

This role has two parts. First, you will project manage our Netic deployment: planning rollouts, coordinating the teams involved, managing the relationship with Netic, and keeping the work on schedule. Second, you will own quality assurance for the platform, testing every release and change across voice, web, and text before it reaches our team or our customers.

Netic connects customer conversations to our booking and dispatch systems, including ServiceTitan. When it works, customers get booked fast and accurately. When it doesn't, it shows up in missed calls, bad bookings, and frustrated CSRs and dispatchers. You will be the person who catches problems early, drives them to resolution, and keeps the deployment moving forward.

• Own the Netic deployment plan, including scope, milestones, timelines, dependencies, and owners.
• Coordinate the rollout of new Netic features, workflows, and channel expansions with CX, Dispatch, Operations, IT, and other impacted teams.
• Serve as the day-to-day point of contact with the Netic team, managing the vendor issue queue, escalations, and release schedule.
• Lead recurring deployment check-ins and document decisions, action items, and owners.
• Identify deployment risks and blockers early and escalate them with a recommended solution.
• Prepare impacted teams for each change through release notes, training materials, and go-live communication for CSRs, dispatchers, and leaders.
• Track and report deployment performance, such as booking rate, booking accuracy, handoff rate to live agents, defect volume, and time to resolution.

• Conduct thorough testing of Voice Intake, Web Booking, and Text functionality.
• Execute end-to-end testing for all Netic releases and system updates, and approve releases before deployment.
• Validate that Netic bookings flow accurately into ServiceTitan, including job type, business unit, customer, and location records.
• Identify, document, and verify defects, usability concerns, and system inconsistencies.
• Validate that all issues are resolved prior to notifying the internal team of releases.
• Review live interactions (call recordings, transcripts, and text threads) to catch errors, misroutes, and customer friction.
• Audit Netic customer-facing content, including scripts, prompts, automated messages, and confirmations, for accuracy and tone.

• Maintain the Monday.com board for QA tickets, bugs, feature requests, and deployment tasks.
• Provide a weekly report covering deployment status, outstanding issues, priorities, and resolutions.

• Build and maintain test cases, a regression testing checklist, SOPs, and a deployment playbook for future releases.
• Continuously improve testing and deployment processes to increase speed, efficiency, and reliability.
• Collaborate across teams to ensure clear communication and timely resolution of issues.

• 2+ years of experience in QA, software testing, software implementation, or project coordination.
• Experience managing a software rollout or implementation with multiple stakeholders and an outside vendor.
• Familiarity with AI systems, conversational or voice-based tools, or booking platforms preferred.
• Experience with ServiceTitan or another field service management platform is a plus.
• Strong working knowledge of Monday.com or similar project management and ticketing systems.
• Ability to translate technical issues into clear updates for frontline teams and leadership.
• Exceptional attention to detail and organizational skills.
• Ability to work independently, manage competing priorities, and follow through without being chased.
• Home services, call center, or customer experience background is a plus.