CX Knowledge Base & Conversational AI Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete performance of Ashley Digital's AI customer experience by defining customer intents, desired outcomes, success metrics, and conversation strategies across all AI workflows.

• Create, test, and continually enhance conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring each interaction is natural, helpful, and aligned with the Ashley Digital brand.

• Strike a balance between automation and customer experience by determining when AI can independently address customer needs and when human intervention is necessary for optimal outcomes.

• Track customer sentiment, conversation quality, and behavioral analytics to consistently enhance tone, clarity, empathy, resolution quality, and the overall customer experience.

• Evaluate AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV to pinpoint optimization opportunities and prioritize the development roadmap.

• Establish and maintain a continuous improvement framework by utilizing customer sentiment, QA findings, conversation analytics, operational data, and experimentation to enhance AI performance and customer results.

• Conduct regular conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps, converting insights into actionable enhancements.

• Collaborate closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with evolving customer needs, business objectives, and operational processes.

• Manage and oversee the enterprise knowledge base, ensuring it remains a reliable source of truth for both AI and human support.

• Develop scalable knowledge management practices, encompassing taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards that ensure information accuracy, AI-readiness, and ease of maintenance.

• Continuously refine the knowledge base using insights from conversations, customer feedback, and operational changes to keep content updated, relevant, and effective.

• Present performance trends, business impacts, and strategic recommendations to stakeholders through clear reporting, dashboards, and data-driven insights.

⛳️ Requirements

• Over 5 years of experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations.

• Profound understanding of conversational AI workflows and data integrations.

• Excellent writing and communication skills with a keen attention to detail.

• Experience in analyzing customer conversations and recognizing operational trends.

• Strong problem-solving abilities and skills in cross-functional collaboration.

• Familiarity with Intercom Fin or comparable conversational AI platforms.

• Experience with BI and analytics tools such as Looker, Tableau, Sigma, or similar reporting instruments.

• Knowledge of experimentation frameworks.

• Experience in managing enterprise knowledge bases, preferably in Notion.

• Proficiency in prompt engineering and best practices for Large Language Models (LLM).

🏝️ Benefits

• Remote-first workplace (since 2016!)

• Competitive Salary

• Health, Vision & Dental Insurance

• HSA company contributions

• 401K with company match component

• Take what you need Paid Time Off

• Wellness benefits

• WFH office and cell phone/internet stipend

• A FREE MATTRESS plus an awesome Friends and Family discount!