Conversational AI Operations Specialist

About Fora Fora is the modern travel agency , empowering anyone with a passion for travel to build a thriving advisory business. We're modernizing the $100B+ travel agency industry by combining powerful technology, data, and community to enable thousands of entrepreneurs to build on our platform. Our business-in-a-box platform gives travel entrepreneurs everything they need to launch and scale, from cutting-edge tools and personalized training to a vibrant community and exclusive industry partnerships. At the heart of it all is our mission: to help the next generation of travel entrepreneurs turn their love for travel into a fulfilling career , whether full-time or part-time. We believe that everyone, from seasoned professionals to first-time advisors, can build something both profitable and personal. Founded in 2021 by seasoned entrepreneurs, Fora has grown steadily since, expanding to a team of 200+ full-time employees based in downtown New York City . In 2025, we announced our $60 million Series B and C investment rounds , led by Thrive Capital and Insight Partners , with participation by previous investors including Forerunner and Heartcore Capital. We've also been recognized as a LinkedIn Top Startup 2024, Fast Company's Most Innovative Companies 2025 and 2023, and Built In 2025 Best Places to Work. We're building the first truly unified platform for all travel needs—leveraging the best of human expertise and technology to transform how people plan and book travel. About The Role Fora is seeking a Conversational AI Operations Specialist to maintain, optimize, and improve Sidekick, our AI advisor support chatbot. Join our Conversational AI team and play a critical role in scaling Sidekick to deliver exceptional instant support experiences for our advisors. In this role, you'll design and implement systems to enable quality assurance, testing infrastructure, content operations and feedback loops. You will report to the Conversational AI Data Scientist and partner closely on conversational design, automation, and prioritization. You will work cross-functionally with teams across Fora, including Support, Booking Platform, Tour Operations, Product, and Engineering, to ensure Sidekick delivers accurate, clear, and empathetic guidance at scale. This is a highly execution focused role with meaningful ownership and autonomy. Key Responsibilities Design and operationalize repeatable systems that drive continuous improvement for Sidekick, including QA frameworks, testing infrastructure, content operations processes, and structured feedback loops. Own content and knowledge management across Sidekick surfaces, including the Help Center, macros, prompts, and proactive messaging. Conduct regular QA reviews, establish rubrics and escalation protocols, and ensure consistent quality standards across conversational outputs. Build and maintain use case testing frameworks to validate new features, guidance prompts, and workflows before launch. Execute content updates and audits, proactively identifying stale or inaccurate information. Translate complex internal operations, supplier policies, and platform updates into clear, concise, and well documented internal processes and advisor facing content. Partner with Support to gather feedback and identify patterns in advisor questions and resolution gaps. Collaborate with teams including Tour Operations, Booking Platform, and Advisor Integrity to coordinate destination specific guidance, supplier data ingestion, and policy updates. Coordinate with Product and Engineering on Sidekick updates tied to new feature rollouts and quality assurance. Act as a keeper of truth for advisor-facing knowledge by independently researching, fact checking, and validating information across multiple sources. Requirements 1-3 years of experience in content operations, support operations, customer success, technical writing, or a related field. Demonstrated experience building or improving operational systems or proce