CX Manager, AI Optimization

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

📋 Description

• Oversee the strategy, execution, and continuous optimization of AI and automation initiatives in Customer Support, including chatbot and agent-assist (CoPilot) features, to enhance customer outcomes, operational efficiency, and self-service utilization.

• Manage and enhance the Zendesk Support platform, including workflows, automations, integrations, permissions, and system upgrades.

• Examine customer journeys, support workflows, internal tools, and product experiences to pinpoint areas for improvement and implement scalable solutions that elevate both customer and agent interactions.

• Direct the assessment of performance metrics and user feedback to gauge the effectiveness of AI, knowledge management, and support operations, utilizing insights to foster ongoing enhancements.

• Assist and mentor team members in their efforts to improve and optimize AI bot functionality, focusing on their tasks and priorities.

• Take ownership of the vision and progressive development of Operations knowledge management, which includes internal knowledge bases and external Help Centers, ensuring content remains precise, accessible, and in line with changing products and policies.

• Collaborate with cross-functional stakeholders to create, uphold, and manage Standard Operating Procedures (SOPs), knowledge assets, and training materials that promote operational excellence.

• Act as a subject matter expert and advocate for AI integration, knowledge management, and best practices in support platforms throughout the Customer Experience organization.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related discipline.

• At least 2 years of experience in administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.

• Experience in implementing or managing AI-driven customer support solutions, such as chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a solid understanding of Large Language Models (LLMs) and their application in customer support.

• Proven track record in leading cross-functional projects, managing competing priorities, and influencing stakeholders while achieving scalable operational enhancements.

• Strong analytical, technical, and problem-solving abilities, with experience in leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive quantifiable improvements.

• Demonstrated experience in creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training resources.

• Proficiency in customer support technologies, documentation systems, reporting tools, and project management platforms in a B2C context.

• Experience in leading teams within a Customer Service environment.

🏝️ Benefits

• Competitive compensation package

• Fun, relaxed work environment

• Education and conference reimbursements.