Director CX AI at Banyan Software

Job description

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. With a buy-grow-and-hold-for-life approach and a permanent capital base, Banyan acquires and grows companies worldwide, honoring founder legacies and helping portfolio companies modernize through shared AI expertise and operational discipline. Founded in 2016, Banyan operates more than 120 portfolio companies across North and South America, Europe, and APAC, and has appeared on the Inc. 5000 list for six consecutive years. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. AI Agent Operations Consultant Loan Vision · Remote, United States (light travel) · Full-time · Customer Success Reports to: VP, Customer Success & Engagement About Loan Vision Loan Vision is mortgage accounting software built on Microsoft Dynamics 365 Business Central. Lenders use it to run loan-level accounting, AP and cash management, commissions, core finance, reporting and analytics in one place. More than 250 mortgage banking customers rely on it, including independent mortgage banks, banks and credit unions. Loan Vision is part of Banyan Software. In July 2026 we launched Luna , an AI assistant inside the platform that gives customers instant answers and step-by-step guidance. Luna 2.0 , now in development, is an agent that takes action inside the ERP. Soon our customers may work alongside AI for much of their day. About the Role Loan Vision is becoming an AI-first company, and Luna is quickly becoming the front door to our platform and our support. You'll run Agent Operations within Customer Success, working under the direction of the VP, Customer Success & Engagement, who owns Luna's strategy and roadmap. Your focus is keeping Luna accurate, trusted and widely used across Luna 1.0 in production and Luna 2.0 as it rolls out. You'll train Luna continuously, watch its quality through telemetry, help customers get the most from it, and turn what customers do with it into clear improvements to the product, the documentation and the agent's skills. This is a hands-on, techno-functional role. You don't need to write code, but you do need to understand how agentic AI works: how agents behave and escalate, how they hand off to one another, and how AI fits into a customer's accounting workflow. You'll be comfortable supporting APIs and integrations. The role is an individual contributor position today, with room to grow as Luna's reach expands. What You'll Oversee Luna's day-to-day operation and quality, for Luna 1.0 in production and Luna 2.0 as it launches Adoption: how many customers use Luna, and how much they rely on it to complete work, not just get answers The operating rhythm ("AgentOps") that keeps Luna improving: training, evaluation, telemetry and feedback loops Key Responsibilities Run Agent Operations Run Luna's operating rhythm: monitor agent quality, task completion and escalations, and keep Luna performing as usage grows Run the ongoing AI training process that keeps Luna accurate, including the knowledge, documentation and skills Luna relies on Influence how Luna behaves, responds, escalates and hands off to people, within the standards set by leadership, with consistent tone and clarity across every interaction Turn Telemetry into Action Use telemetry from Application Insights and Power Platform to spot weak answers, likely bugs, enhancement requests and documentation gaps Turn findings into clear, prioritized tasks for Product and Development, and automate that loop where you can Track and report metrics for adoption, experience quality and task completion Drive Adoption and Customer Enablement Help grow Luna adoption across our customer base, from getting answers with Luna 1.0 to completing tasks with Luna 2.0 Support the move to Luna as the first stop for customer support cases Help customers configure and train