Manager, AI Agent Operations

Spyne · India

Manager, AI Agent Operations

• Spyne · Post-GTM (CS & Delivery) · Gurgaon
• Team: Vini AI - Post-GTM / Customer Success & Delivery
• Reports to: Head of Business, Vini
• Level: Manager
• Direct reports: 3-5 Operations Specialists at launch, scaling with dealer count
• Location: Gurgaon (India-based, periodic US-hours overlap). Travel to US

About Spyne

Spyne is building the AI operating system for automotive retail. Starting with visual merchandising and expanding into conversational AI, Spyne helps dealers move inventory faster, respond to buyers instantly, and run more of the dealership stack with AI.

Founded by operators from Amazon, Cox, and OYO, Spyne has grown 30x in under three years and now powers 2,100+ dealerships across the US. Its products, Studio AI and Vini AI, are coming together into a full-stack Retail AI platform for modern dealerships.

Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is emerging as one of the category leaders redefining how dealerships operate in the AI era.

Dealer OS:

Why this role exists

Spyne sells AI agents to US automotive dealers across four dealership functions: Sales, Service, Finance, and Parts. These agents don't operate in a vacuum. They act inside the dealer's live software stack, the DMS, CRM, inventory management, service scheduler, and finance systems, and much of that work runs with a human in the loop rather than fully autonomously.

This role owns that human-in-the-loop layer. The Operations Manager builds the SOPs, processes, and workflows that define how agents and people together operate dealer software, then leads the team that runs those workflows on behalf of dealers day to day. The goal is simple to state and hard to execute: every dealer's sales, service, finance, and parts operations run smoothly, accurately, and on time, at a unit cost that scales as we grow from hundreds to thousands of agents.

This is a hands-on leadership role, not of a pure program-management. You will design the playbook and also step into the queue when it matters.

What you'll own

1. Build the operating playbook (SOPs, processes, workflows)

• SOP creation: Create and maintain the SOP library for all four agent types, Sales, Service, Finance, and Parts, defining exactly how each workflow is executed inside the dealer's software.
• Risk-tiered oversight: For every workflow, define the human-in-the-loop policy: what the agent does autonomously, what a person reviews before it commits, and what a person executes directly. Gate anything that touches money, credentials, or the dealer's system of record behind a human checkpoint; automate low-risk, high-volume steps.
• Escalation design: Design the escalation ladder and exception handling. Define what happens when an agent hits a policy boundary, a system is down, or data conflicts, who gets it, in what time window, and what the abort criteria are.
• Continuous improvement: Keep the playbook a living system. Feed operational data, failure patterns, edge cases, reviewer corrections, back into SOP revisions and into the Product and Engineering teams building the agents.

2. Master the software surface

• Platform coverage: Build and own SOPs against the software each agent type requires: leading DMS platforms, CRMs, inventory management systems, service schedulers, and finance systems used across the US dealer base.
• Clean reconciliation: Ensure work performed on the dealer's behalf reconciles cleanly back into their system of record, no duplicate records, no missed follow-ups, no broken data flow. The dealer's DMS stays the single source of truth.
• Access governance: Define which permissions and access each agent and each operator actually needs per platform, on a least-privilege basis, and work with Engineering and dealers to provision it safely.

3. Lead the operations team

• Team leadership: Hire, train, and manage a team of Operations Specialists who operate dealer software daily. Grow the team roughly in line with active dealer and agent volume.
• Daily operations: Own the day-to-day: staffing coverage across US dealer hours, queue and workload allocation, throughput, and turnaround times. Ensure no dealer's sales, service, finance, or parts operations stall on the ops team's side.
• Reviewer enablement: Train specialists on the monitoring and review tooling so they can supervise agent output effectively, catch errors before they reach the dealer, and intervene when an agent should hand off to a human.
• Performance management: Set and track team KPIs, then reward quality of oversight, not just speed and volume.

4. Run it as a business

• Cost to serve: Own the unit economics of operations: cost-to-serve per dealer and per agent, and the ratio of operators to agents. Drive that ratio down over time as SOPs mature and more steps automate.
• Reporting: Report operational health to Post-GTM leadership: SLA attainment, exception rates, error rates, and dealer-facing incidents, with root-cause analysis and corrective action.
• Audit trail: Maintain an auditable record of actions taken on the dealer's behalf, especially for finance and compliance-sensitive workflows.

What we're looking for

Must have

• 6+ years in operations, with 2+ years leading a team, ideally in a managed-services, customer-operations, or delivery function that operated software on customers' behalf.
• A track record of building SOPs, process documentation, and escalation frameworks from scratch, and improving them with data.
• Comfort operating and reasoning about business software (CRM, ERP, ticketing, or similar). You can learn a new platform quickly and teach it to a team.
• Strong process and systems thinking. You see where a workflow will break before it does and design the guardrail.
• A player-coach disposition. You'll design the system and also work the queue when volume or stakes demand it.
• Clear written communication for SOPs, runbooks, and leadership reporting.

Strongly preferred

• Exposure to US automotive retail, dealership operations, or the DMS/CRM stack (CDK, Reynolds & Reynolds, Tekion, Dealertrack, VinSolutions, DealerSocket, or similar).
• Experience running human-in-the-loop operations around AI or automation, supervising, reviewing, and correcting automated output at scale.
• Familiarity with SLAs, tiered support models, and cost-to-serve as an operating metric.

How we'll measure success

• Reliability: Dealer operations run without stalls attributable to the ops team, measured by SLA attainment across all four functions.
• Accuracy: Error rate on work committed to dealer systems trends down; reconciliation stays clean.
• Efficiency: Operator-to-agent ratio improves quarter over quarter as SOPs mature and steps automate.
• Playbook maturity: The SOP library and escalation ladder are complete, current, and demonstrably reducing exception volume.