Brad: Operations at Infinitus

Brad Holden
Brad Holden
Operations Team Leader

This is part of a series of blog posts featuring some of the amazing talent we have working on the technology behind Infinitus.

This week, we’re excited to be featuring Brad Holden. Brad has been focused on operations at Infinitus. He has been making sure that our systems are well tested, data labeled accurately and customers expectations exceeded.


Why did you choose to join Infinitus?
I believe the most meaningful application of AI in the coming years will be to automate routine time-consuming activities, enabling humans to focus on more creative, meaningful work.  Modern businesses still spend a shocking amount of time on the phone conducting information transfer that can and should be automated, so we have potential to create a huge impact.  

The challenge of automating outbound phone calls is also exciting. While automated agents for customer service lines are common now, things change a lot when you’re the caller. The recipient is likely to be more skeptical, less tolerant of errors, and to provide less predictable responses than someone calling a customer service line with a specific goal in mind.  You also have less control over the conversation: since you’re the one calling you have to play more by their rules. So our system needs to be able to win the trust of the other party, adapt to different conversation flows, and handle a huge variety of inputs. It’s an awesome challenge to take on.

Finally, I have a pretty amazing role on the team. I love shaping products and designing systems and processes.  With the Ops team, I spend most of my time thinking about how to maximize the efficiency of our current system, which translates to defining product requirements as well as operational processes. The two are intertwined in really interesting ways that make my role challenging and exciting. 



What are you working on right now?
Expansion. We’re scaling our data labeling and QA teams in a significant way this year.  I’m responsible for this growth and am currently in the planning/early execution phase to make sure we come out on the other side successfully. I’ve been spending time exploring different cities to start our teams in, exploring the pros and cons of building the team in an office vs remotely and looking at sources of talent that can help us scale efficiently.

What is the favorite part about working for Infinitus?
We have a group of incredibly talented and likeable people working on a unique problem.  This creates an environment of hard work and collaboration where I’ve learned a ton every day.

What are 3 words to describe Infinitus?
Challenging, Exciting, Selfless

What advice do you have for prospective Infinitus candidates?
The people here are inspired by the mission. If you’re genuinely excited once you see what we’re doing, then you might be a good fit.



What’s something you are passionate about outside of work?
I love being outside. There’s nothing better than getting out of the city with my wife and dogs for a weekend of hiking/camping.

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