Conversational AI Manager

Job Summary

Owning the performance of customer-facing AI experiences, the remote CX Knowledge Base & Conversational AI Manager will design, analyze, and continuously improve AI conversations across Ashley Digital's brands while collaborating with various teams to optimize customer interactions and business outcomes.

Key responsibilities:

• Define customer intents, success metrics, and conversation strategies for AI workflows
• Design and enhance conversational experiences through testing and optimization
• Monitor performance metrics and customer sentiment to identify improvement opportunities

Required qualifications:

• 5+ years of experience in LLM prompting, Conversation Design, UX Writing, or related CX operations
• Deep understanding of conversation AI workflows and data integrations
• Experience with BI and analytics platforms such as Looker or Tableau
• Familiarity with managing enterprise knowledge bases, preferably in Notion
• Expertise in prompt engineering and Large Language Model (LLM) best practices