Program Manager, AI Support Automation
Job Summary
Owning the end-to-end management of Sophia, the full-time Program Manager, AI Support Automation will drive case deflection and enhance customer experience through the configuration and tuning of a self-service AI agent in a remote environment.
Key responsibilities
- Oversee the configuration, performance, and success of the AI agent, including managing subagents and escalation processes
- Design, test, and iterate prompts to improve the agent's behavior and accuracy, ensuring quality through regression testing
- Define and report on case deflection targets while maintaining customer satisfaction metrics
Required qualifications
- 4+ years of experience in support operations, customer experience, or conversational/AI design within a SaaS or technology company
- Hands-on experience with configuring and deploying conversational AI agents, preferably using Agentforce
- Proven success in achieving case deflection results through self-service AI tools
- Experience with Salesforce Service Cloud and Experience Cloud
- Strong analytical skills with the ability to create dashboards and translate metrics into actionable insights
Complete Job Description
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