AI Customer Experience Manager at Playonsports

Playonsports

Alpharetta, GA·1w ago

ManagerFull-timeRustAI

Salary Range

$115,600 - $156,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for an AI Customer Experience Manager to join our School Operations Team. This role focuses on building and managing conversational AI bots to deliver accurate and efficient customer support across multiple channels.

Key Responsibilities

→Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS)
→Enhance customer satisfaction by monitoring and analyzing conversation flows and user feedback
→Stay current with industry trends in conversational AI and customer experience
→Track key performance indicators (KPIs) for customer experience
→Collaborate with business stakeholders to gather and understand requirements for chatbot projects
→Design, develop, and maintain declarative and conversational AI flows
→Integrate bots with external systems, APIs, and databases
→Test and debug bots to ensure optimal performance
→Advocate for the customer through human-centered research methodologies
→Monitor and analyze conversation paths and user feedback to discover and implement improvement opportunities
→Champion prioritization of AI-centered product enhancements
→Serve as the primary point of contact for technical issues related to the AI support system

Requirements

✓2+ years' experience in conversational design and natural language processing
✓2+ years' experience with either Zendesk or Salesforce
✓Strong customer experience background, preferably in a QA, Training, or Leadership role
✓Excellent communication and storytelling skills
✓Experience in project management related to building APIs and helpbots
✓Experience with data analytics and ability to create reporting tools
✓Bachelor's degree strongly preferred