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Director, AI Enablement & Applications – Customer Experience
Full-time
Location
Remote
Reports to
VP of Client Experience
Company
Inner Balance
About Inner Balance
Inner Balance is a women’s health company building technology-enabled solutions to improve access, experience, and outcomes in hormone health. We combine clinical innovation, digital infrastructure, and data-driven decision-making to create a better experience for women.
We are scaling quickly and investing in the systems, data, and AI infrastructure required to deliver a world-class, technology-enabled customer experience.
Position Overview
Inner Balance is seeking a Director, AI Enablement \& Applications – Customer Experience
to own and scale the systems, data, and AI infrastructure that power our customer experience.
This is a high-impact, cross-functional leadership role at the intersection of
customer experience, systems architecture, and AI enablement
. This person will be responsible for how customer interactions are powered across both human agents and AI systems—ensuring seamless, efficient, and intelligent experiences across all touchpoints.
The Director will own the end-to-end CX systems ecosystem, including contact center platforms, service tools, integrations, and AI/LLM-driven experiences. They will also define how AI is operationalized, governed, and continuously improved within a highly sensitive, trust-driven healthcare environment.
This is not a theoretical AI role. The ideal candidate has deep, hands-on experience operating CX systems in real B2C environments and understands how systems, data, workflows, and frontline teams come together to deliver exceptional customer experiences at scale.
Key Responsibilities
CX Systems \& Contact Center Infrastructure
Own and lead the end-to-end CX systems stack, including contact center platforms, customer support tools, and ticketing systems
Administer, configure, and optimize systems to support CX, sales, and operational workflows
Lead CX systems projects, including implementations, migrations, integrations, and enhancements
Define and manage data structures, workflows, permissions, and automation across systems
Ensure data integrity, governance, and scalability across the CX ecosystem
Serve as the internal expert and owner of CX systems architecture
AI Enablement \& Infrastructure
Own the CX AI strategy and implementation across customer journeys and agent workflows
Design how LLMs interact with knowledge bases, CRM data, and CX systems
Define AI use cases, intents, escalation logic, and human-in-the-loop workflows
Lead implementation and integration of AI tools across CX platforms and channels
Ensure AI systems are powered by structured, accurate, and governed data
Knowledge, Data \& AI Readiness
Own the AI-facing knowledge ecosystem, including structure, tagging, and governance
Ensure alignment between agent-facing and AI-facing knowledge systems
Build feedback loops to continuously improve AI performance and output quality
Ensure systems are integrated to enable real-time, context-rich customer experiences
Evaluate and implement tools and vendors that enhance CX and AI capabilities
Performance, Analytics \& Optimization
Own performance across both human and AI-driven CX operations (CSAT, resolution time, efficiency, containment, etc.)
Build reporting frameworks, dashboards, and performance visibility across the CX function
Identify system, workflow, and AI performance gaps and drive continuous improvement
Use data to inform decision-making and optimize customer experience outcomes
Cross-Functional \& Strategic Leadership
Lead complex, cross-functional initiatives from concept through implementation and optimization
Partner with CX, product, engineering, and operations teams to align systems and AI capabilities with business needs
Drive adoption of systems and AI tools through training, enablement, and change management
Act as a strategic thought partner to leadership on CX infrastructure and AI roadmap
Qualifications
Required Experience
5\+ years in
CX technology, Contact center, CRM management, AI enablement or CX operations
in a B2C, healthcare, wellness, or other regulated environments.
Proven experience implementing or managing
AI / LLM-driven CX solutions to customer or agent workflows.
Strong hands-on experience with
CX platforms (Zendesk, Intercom, etc.) and system integrations
Background in
scaling CX operations through systems, automation, and data.
1 year minimum experience using Intercom Helpdesk
Experience with HIPAA, digital health, telehealth, healthcare services is a plus.
Skills \& Capabilities
Deep understanding of how
CX systems, data, and workflows connect end-to-end
Strong knowledge of conversational AI,
LLM behavior, knowledge structuring, and AI integration patterns
Ability to translate
business needs into technical system design
Excellent stakeholder management and cross-functional leadership skills
Analytical mindset with a strong focus on
performance and optimization and ability to translate into actionable improvements.
Strong communication skills with both technical and non-technical audiences
Preferred
Experience in healthcare, digital health, telehealth, or other regulated environments (HIPAA exposure a plus)
Experience with Intercom or similar conversational CX platforms
Strong knowledge of conversational AI, LLM behavior, and knowledge system design
Experience building or managing knowledge bases for AI and customer support
Experience evaluating and implementing third-party tools and vendors
Ideal Candidate Profile
Has built and operated CX systems in real-world, high-volume environments
Understands how to bridge AI capabilities with operational CX workflows
Combines technical systems expertise with strong business judgment
Comfortable owning both strategy and execution
Brings a mindset of ownership, accountability, and continuous improvement
Thrives in ambiguity and can build scalable systems from the ground up
Motivated by building meaningful solutions in women’s health
Why Join Inner Balance
Be part of a rapidly growing company in women’s health and longevity
Own and build the CX systems and AI infrastructure during a critical growth phase
Work directly with leadership and have high visibility and impact
Opportunity to define how AI is applied in a real-world healthcare environment
Join a mission-driven team focused on innovation, execution, and meaningful outcomes
Compensation \& Benefits
Inner Balance offers a competitive compensation package designed to reward performance, ownership, and long-term impact.
Competitive Compensation
Performance-based bonus eligibility
Equity participation
Stock option eligibility
Health \& Wellness
Health, dental, and vision insurance options (when available)
Access to Inner Balance products and services
Flexibility
Remote-first work environment
Flexible work schedule
Paid Time Off
Generous PTO and company holidays
Professional Growth
Opportunity to build and lead a critical function at a high-growth company
Direct exposure to executive decision-making and company strategy
