Senior Agency Manager, Digital & Chat

Shape and execute a multi-channel digital engagement roadmap across web, mobile, chat, and social platforms. Champion seamless digital user experiences to drive self-service, reduce friction, and support growth. Lead the implementation and continuous optimization of AI-driven chatbots and live chat systems. Drive internal adoption, training, and performance of digital chat tools in partnership with data and engineering. Oversee vendor relationships and evaluate new technologies that support digital engagement goals. Act as a cross-functional connector between product, engineering, CX, marketing, and sales ops. Define and track KPIs like CSAT, NPS, containment rate, and conversion metrics to inform improvements. Use insights to test, iterate, and regularly audit digital touchpoints for quality and consistency.