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Director Customer Service AI Product
Full-time
Join Ashley Furniture's Customer Service/Experience Product-AI team to build AI-powered experiences that make support effortless and engaging. Translate customer needs into intelligent products that improve quality, reduce costs, and elevate the love of home. Define product strategy, write clear requirements, and ship AI-driven features that improve CSAT, reduce handle time, and deflect contacts.
Responsibilities
Define and own the roadmap for Customer Service/Experience Product-AI across chat, voice, email, and self-service, increasing customer satisfaction and reducing contact volume.
Translate customer journeys and voice-of-customer insights into detailed product requirements and user stories for features like virtual assistants, agent assist, intelligent routing, and knowledge search.
Partner with engineering and data science to design, build, and launch LLM/NLP-powered solutions; specify acceptance criteria, model performance targets, and safety guardrails.
Instrument analytics and establish KPIs; implement A/B tests and experiments to quantify impact on CSAT, FCR, AHT, and ticket deflection.
Integrate AI features with CRM and contact center platforms to create a seamless agent and customer experience.
Establish responsible AI standards for privacy, safety, and content quality; document policies and processes.
Build feedback loops and annotation processes to continuously improve model quality; monitor error rates and resolution outcomes.
Requirements
5+ years of product management experience delivering customer-facing digital products, including 2+ years building AI-powered customer service capabilities.
Working knowledge of machine learning, NLP, and large language models to frame customer service problems.
Experience with conversational AI platforms (Dialogflow, Amazon Lex, Azure Bot Service) for chat and voice bots.
Proficiency with product analytics and data querying (SQL, Power BI, Tableau) for tracking CSAT, FCR, AHT, and deflection.
Experience integrating with CRM and contact center technologies (Salesforce, Zendesk, Genesys, Five9) using APIs and webhooks.
