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CX Manager, AI Optimization
Full-time
PENN Interactive is looking for a CX Manager, AI Optimization to lead the evolution of the customer support experience through AI, automation, knowledge management, and platform optimization. You'll own the strategy and execution of support technologies, including Zendesk and AI-powered tools.
About the work
Lead the strategy, implementation, and optimization of support AI and automation, including chatbot and agent-assist (CoPilot) functionality.
Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, and permissions.
Analyze customer journeys, support workflows, and internal tools to implement scalable improvements.
Monitor performance metrics and user feedback to evaluate AI, knowledge management, and support operations.
Own the vision and evolution of operations knowledge management, including internal knowledge bases and external Help Centers.
About you
4+ years in Customer Experience, Support Operations, CX Systems, or Product Management.
2+ years administering and optimizing customer support platforms.
Experience implementing AI-powered support solutions (chatbots, agent-assist, workflow automation) with working knowledge of LLMs.
Nice to have: experience with Zendesk AI, Salesforce AgentForce, AWS Connect, or conversational design.
