Director CX AI
Banyansoftware · United States
About this role
## Banyan Software — Director CX AI ### Company Overview Banyan Software is the permanent home for software businesses that serve specialized industries. Using 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 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 $100M in Banyan stock) leverages technology to build a greener and more equitable world. --- ## 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. Loan Vision is part of Banyan Software and serves 250+ mortgage banking customers, including independent mortgage banks, banks, and credit unions. ### Luna (AI Assistant) - **Luna** (launched July 2026): an AI assistant inside the platform for instant answers and step-by-step guidance. - **Luna 2.0** (in development): an agent that can take action inside the ERP—moving toward customers working alongside AI for much of their day. --- ## Role: AI Agent Operations Consultant **Location:** Loan Vision Remote, United States (light travel) **Employment Type:** Full-time **Team:** Customer Success **Reports to:** VP, Customer Success & Engagement Loan Vision is becoming **AI-first**, and Luna is quickly becoming the front door to the platform and support. You’ll run **Agent Operations** within Customer Success—keeping Luna accurate, trusted, and widely used across **Luna 1.0 (production)** and **Luna 2.0 (rollout)**. This is a hands-on, techno-functional role: you won’t write code, but you must understand how agentic AI works (behavior, escalation, handoffs) and how it fits into a customer’s accounting workflow. --- ## What You’ll Oversee - **Luna day-to-day operations & quality** (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 - **AgentOps operating rhythm:** training, evaluation, telemetry, and feedback loops --- ## Key Responsibilities ### 1) Run Agent Operations - Monitor agent quality, task completion, and escalations; keep Luna performing as usage grows - Run ongoing AI training to maintain accuracy (knowledge, documentation, and skills) - Influence how Luna behaves, responds, escalates, and hands off—ensuring consistent tone and clarity ### 2) Turn Telemetry into Action - Use telemetry from **Application Insights** and **Power Platform** to identify weak answers, likely bugs, enhancement requests, and documentation gaps - Convert findings into clear, prioritized tasks for Product and Development (and automate the loop where possible) - Track and report metrics for adoption, experience quality, and task completion ### 3) Drive Adoption & Customer Enablement - Grow Luna adoption—from getting answers (Luna 1.0) to completing tasks (Luna 2.0) - Support the shift to Luna as the first stop for customer support cases - Help customers configure and train Luna for their company and users (webinars, guides, and 1:1 support) - Identify high-impact use cases that reduce friction and save
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