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AI Program Manager, Customer Experience
Full-time
SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials, setting new standards with technically innovative, comfort-driven products for everybody.
As AI Program Manager, Customer Experience, you will work closely with CX leadership to develop and implement SKIMS' AI strategy across customer support channels. This role combines strategic thinking with hands-on execution — identifying, evaluating, and deploying AI tools that improve customer and agent experiences, increase operational efficiency, and support scalable growth.
Key Responsibilities
Partner with CX leadership to support the development and execution of the AI strategy and roadmap
Map and evaluate the customer journey across touchpoints to identify opportunities where AI can add meaningful value
Identify, evaluate, and implement AI tools across Customer Experience (e.g., self-service, agent assist, automation, QA, insights)
Coordinate AI pilots and implementations, including tool evaluation, configuration, testing, rollout, and optimization
Define success metrics and monitor performance of AI initiatives, using insights to drive iteration and improvement
Support documentation, governance, and best practices for responsible AI adoption within CX
Stay current on emerging AI tools and trends relevant to CX
Qualifications
2+ years of professional experience in AI, operations, customer experience, or support-driven roles
Experience working with or alongside customer experience or customer support teams
Strong interest in AI, automation, and emerging technologies
Understanding of customer journey mapping and CX metrics (e.g., NPS, CSAT)
Familiarity with CX platforms, CRM, ticketing systems, chatbots, or workflow tools
Strong organizational, analytical, communication, and problem-solving skills
