Director CX AI

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 Luna for their own company and users, including customer- and user-level instructions, through webinars, guides and one-on-one help
• Identify high-impact use cases where Luna can reduce friction and save customers time
• Support the Shift to Proactive, AI-Assisted Customer Success
• Help the Customer Success team move from reactive support to acting on AI-flagged escalations and improvement opportunities
• Keep the knowledge behind Luna customer-friendly, current and structured for both retrieval and action, and partner with internal teams to close gaps
• Agent Interoperability
• Understand how Luna works alongside customers' other AI tools and systems, including how prompts and context pass between agents, and make sure that experience works for customers
• Cross-Functional Team Member
• Act as a link between Customer Success, Product, Development and Implementation so that what you learn from customers becomes product improvements
• Bring a customer-first lens to technical decisions, and translate technical possibilities into clear customer value

What Success Looks Like

• Luna is a trusted, widely adopted part of how customers use Loan Vision
• Customers rely on Luna to complete tasks, not just get answers
• Time to resolution and support effort drop measurably as cases move through Luna
• Quality issues are caught in telemetry and fixed before customers have to report them
• Customers see Luna as the way to maximize their Loan Vision subscription

Requirements

• Required
• 5+ years in enterprise software, with real ERP experience
• A Customer Success, support or consulting background in an ERP environment
• Proven experience running customer-facing AI agents. Experience using AI tools for internal productivity alone does not meet this requirement.
• Hands-on experience with agentic AI workflows, such as agent-to-agent hand-offs or AI built into business workflows
• Working knowledge of APIs and integrations: you can support and troubleshoot them without being a developer
• Clear communication that turns technical findings into action for customers and internal teams
• Preferred
• Dynamics 365 Business Central experience (strongly preferred); Finance & Operations or NAV also counts
• Background as a BC/NAV functional-technical consultant
• Accounting or finance process knowledge
• Experience in mortgage, financial services or another regulated environment
• Working knowledge of Copilot Studio, Power Platform and Application Insights (or similar telemetry tools)
• Familiarity with AI design patterns (retrieval/RAG, tool calling, structured outputs, multi-step orchestration), MCP, and the wider Microsoft AI stack (Azure AI Search, Logic Apps, Entra ID)
• Why This Role Matters
• Luna is not just a feature. It is becoming the front door to Loan Vision. This role makes sure that door works: that Luna is accurate, intuitive and trusted, and that every customer interaction makes it better.

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