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Executive Presentation
Role and Strategy:
- Serve as the primary owner for applying and optimizing AI across customer experience channels like voice and chat.
- Develop AI strategies in partnership with Product and Engineering to improve customer satisfaction and operational efficiency.
- Translate customer insights into technical requirements and champion responsible AI practices.
Technology and Operations:
- Oversee the full customer service technology stack, ensuring tools are integrated and support team performance.
- Manage vendor relationships and hold them accountable for performance and delivery timelines.
- Conduct root-cause analysis on performance gaps and drive cross-functional improvements to meet business goals.
Leadership and Execution:
- Lead complex AI and technology initiatives from scoping through launch and optimization.
- Establish governance and quality standards for AI prompts, responses, and knowledge systems.
- Develop project plans and communication strategies to align Product, Engineering, Data, and Operations teams.
Resident
Resident is a house of brands focused on creating comfortable and stylish living spaces through products like mattresses and home furnishings. It is a fast-growing, profitable omnichannel retailer with a remote-first culture and values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.