Operations Specialist, AI Enablement

About the role

The Operations Specialist, AI Enablement will join Bumble’s CX & Trust team in London, working in a hybrid model. You will help ensure AI‑powered customer interactions and automated moderation decisions meet Bumble’s policies, quality standards and community values.

Key responsibilities

• Conduct quality reviews of AI‑driven conversations and moderation decisions, checking alignment with community policies and operational processes.
• Analyse policy enforcement gaps, surface actionable insights and maintain golden‑set datasets for AI evaluation.
• Perform accurate case labelling to support model training, calibration and quality benchmarking.
• Report quality issues through established workflows, providing clear documentation and feedback.
• Collaborate with the AI Performance & Enablement Manager on scoring consistency, calibration and recurring quality challenges.
• Use QA platforms and AI‑supported tools such as Cinder, Zendesk QA and internal assessment tooling to monitor AI behaviour and ensure fairness, accuracy and privacy.

Required profile

• At least 1 year of experience in trust & safety, content moderation, customer experience or a similar policy‑driven environment.
• Strong attention to detail and ability to evaluate conversations and moderation decisions against established standards.
• Familiarity with conversational AI systems, chatbots or automated moderation workflows.
• Willingness to learn quality‑assurance practices such as case labelling, calibration and golden‑set evaluation.
• Comfort with digital tools and data‑driven analysis to identify patterns and drive improvements.
• Collaborative mindset, ownership of deliverables and openness to feedback.

Required skills

• Cinder
• Zendesk QA