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AI Prompt & Workflow Designer
Full-time
The AI Prompt & Workflow Designer is the strategic architect and hands-on lead responsible for the design, construction, optimization, and maintenance of Asana's Support & Services AI workflows, chatbots, and internal copilots. This senior individual contributor role acts as the bridge between business stakeholders, Support & Services leadership, and the enterprise technology stack.
You will own the technical architecture of AI service delivery, translating complex business requirements into scalable, automated workflows using low-code/no-code tools. Your core mission is to design systems that unlock team productivity, build seamless internal copilot experiences, and drive world-class self-service outcomes for global customers. This role is based in the San Francisco office with an office-centric hybrid schedule.
What You'll Achieve
Partner with Services & Support leadership and technical SMEs to capture ambiguous requirements and architect them into structured AI workflow blueprints
Lead the creation, configuration, and maintenance of external-facing customer chatbots and internal AI copilots
Define, test, and refine conversation design paths, prompt structures, and conditional routing logic to eliminate hallucinations and maximize resolution accuracy
Stitch AI workflows and agent capabilities into the core tech stack (e.g., Asana, Fin.ai, Salesforce, knowledge bases, internal databases)
Optimize customer-facing AI chat and search interfaces to drive self-service resolution and deflection without sacrificing satisfaction
Build internal AI workflows that summarize cases, surface knowledge suggestions, and reduce manual post-case admin work
Monitor and analyze chatbot performance data, conversation logs, and workflow drop-off points to execute optimization strategies
Own and maintain master technical blueprints, workflow logic maps, and prompt libraries for all active AI integrations
Evaluate emerging AI technologies, LLM features, and vendor capabilities to reduce manual effort
About You
Demonstrates curiosity about AI tools and emerging technologies
6+ years in Support Operations, Business Systems, or a technical CX role within high-growth B2B SaaS, with a track record of designing complex AI workflows, chatbots, or automated logic systems. Experience with SFDC, Fin, and Asana is a plus
Advanced hands-on familiarity with conversational AI platforms, LLM prompt engineering, and low-code/no-code automation tools. Experience integrating these into enterprise ticketing platforms (ideally Service Cloud and Salesforce) is preferred
Exceptional cross-functional communicator able to influence and align Support, Product, Engineering, and vendor teams
Operationally-minded with a bias for simplification, usability, and automation; deep understanding of customer journey mapping, logic branching, and conditional routing
Strong ability to assess tool usage, analyze workflow bottlenecks, and ensure AI systems enable meaningful data reporting
Curious, proactive, and autonomous, with accountability for outcomes and data-backed recommendations
Skilled at documenting complex systems clearly and enabling support delivery teams on new AI workflows and copilot tools
