Back
AI Customer Experience Manager
Full-time
About the Role
PlayOn is looking for an AI Customer Experience Manager to join our School Operations Team. You will be responsible for the construction and ongoing management of our conversational AI bots, ensuring they deliver accurate and efficient assistance to customers seeking support. Your role will be crucial in ensuring the seamless operation and optimization of our AI-driven customer support initiatives.
The Outcomes You'll Deliver
Manage and Optimize Conversational AI Bots: Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support
Enhance Customer Satisfaction and Experience: Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey
Stay Current and Drive Innovation: Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within PlayOn
Measure and Report on Performance: Track key performance indicators (KPIs) for customer experience, using data to inform decisions and demonstrate the value of AI-driven support
In This Role, You Can Expect To
Collaborate with business stakeholders to gather and understand requirements for chatbot projects
Design, develop, and maintain declarative and conversational AI flows across multiple channels (chat, voice, email, SMS)
Collaborate closely with Product and Engineering to integrate bots with external systems, APIs, and databases
Test and debug bots to ensure optimal performance and user satisfaction
Monitor and analyze conversation paths and user feedback to discover improvement opportunities
Champion prioritization of AI-centered product enhancements grounded in research and analysis
Serve as the primary point of contact for technical issues related to the AI support system
To Thrive in This Role, You Have
2+ years' experience in conversational design and natural language processing to create customer-facing AI channels (chatbot, voicebot). Experience with generative AI models a plus
2+ years' experience with either Zendesk or Salesforce
Strong customer experience background, preferably in a QA, Training, or Leadership role
Experience in project management, as it relates to building APIs and helpbots through 3rd parties
Experience with data analytics and ability to create reporting tools to extract insights
