CX Knowledge Base & Conversational AI Manager

About the Role:

• You'll own the performance of AI customer experiences, defining customer intents, desired outcomes, and conversation strategy.
• You'll design, test, and improve conversational experiences through prompts, response logic, and system instructions.
• You'll analyze AI performance using KPIs and partner with cross-functional teams to align AI experiences with business priorities.

What You'll Be Doing:

• Balance automation with customer experience, determining when AI should resolve independently or escalate to human support.
• Monitor customer sentiment and conversation quality to continuously improve tone, clarity, and resolution quality.
• Build and maintain a continuous improvement framework using analytics, experimentation, and operational insights.

What Success Looks Like:

• Improve customer sentiment, CSAT, and One-Touch Resolution while reducing Total Resolution Time.
• Optimize AI performance by increasing successful containment and reducing unnecessary escalations.
• Drive business impact by improving conversion, AOV, and customer retention through AI support.