AI Customer Experience Manager

PlayOn is looking for an AI Customer Experience Manager to join our School Operations Team. As the AI Customer Experience Manager, you will be responsible for the construction and ongoing management of our conversational AI bots, ensuring they deliver accurate and efficient assistance to customers seeking support. Your role will be crucial in ensuring the seamless operation and optimization of our AI-driven customer support initiatives.
The Outcomes You'll Deliver: 1. Manage and Optimize Conversational AI BotsBuild, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support2. Enhance Customer Satisfaction and ExperienceContinuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey3. Stay Current and Drive InnovationKeep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon4. Measure and Report on PerformanceTrack key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support In this Role, You Can Expect To

• 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.
• Stay up to date with industry trends and best practices in conversational AI.
• 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.

To Thrive in this Role, You Have

• 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.

How You Play

• **Ownership over Participation-**You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.

• **Team over Stars-**You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.

• **Growth over Comfort-**You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.

• **Fairness over Popularity-**You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.