AI Customer Experience Manager
| Company | PlayOn! Sports |
|---|---|
| Location | Alpharetta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- 2+ years’ experience in conversational design and natural language processing to create customer facing AI channels (chatbot, voicebot). Experience with generative AI models a plus.
- 2+ years’ experience with either Zendesk or Salesforce.
- Strong customer experience background, preferably in a QA, Training, or Leadership role
- Excellent communication and storytelling skills, with the ability to speak “tech” with product/engineering developers.
- Experience in project management, as it relates to building APIs and helpbots through 3rd parties.
- Experience with data analytics and ability to create reporting tools to extract insights and make data-informed decisions.
- Bachelor’s degree strongly preferred.
Responsibilities
- Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support
- Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey
- Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon
- Track key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support
- Collaborate with business stakeholders to gather and understand requirements for chatbot projects.
- Design, develop, and maintain declarative and conversational AI flows across multiple channels (chat, voice, email, SMS).
- Collaborate closely with Product and Engineering to integrate bots with external systems, APIs, and databases.
- Test and debug bots to ensure optimal performance and user satisfaction.
- Advocate for the customer through human-centered research methodologies.
- Monitor and analyze conversation paths and user feedback to discover and implement improvement opportunities in both conversation and expansion of AI, to create a stellar customer experience.
- Champion prioritization of AI centered product enhancements grounded in research and analysis.
- Serve as the primary point of contact for technical issues related to the AI support system, liaising closely with IT teams and external vendors to address any system-related challenges promptly.
Preferred Qualifications
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No preferred qualifications provided.