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Director, AI Enablement & Applications – Customer Experience
Full-time
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.
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.
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
Ensure data integrity, governance, and scalability across the CX ecosystem
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
Knowledge, Data & AI Readiness
Own the AI-facing knowledge ecosystem, including structure, tagging, and governance
Build feedback loops to continuously improve AI performance and output quality
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)
Build reporting frameworks, dashboards, and performance visibility across the CX function
Identify system, workflow, and AI performance gaps and drive continuous improvement
Qualifications
Required
5+ years of experience in CX technology, CRM systems, contact center operations, or AI enablement
Proven experience implementing or managing AI/LLM-driven solutions in customer or agent workflows
Strong hands-on experience with CX platforms (e.g., Zendesk, Intercom) and system integrations
Deep understanding of how CX systems, data, and workflows connect end-to-end
Preferred
Experience in healthcare, digital health, telehealth, or other regulated environments
Experience with Intercom or similar conversational CX platforms
Strong knowledge of conversational AI, LLM behavior, and knowledge system design
