CX Knowledge Base & Conversational AI Manager
Core
Design, measure, and continuously improve customer-facing AI conversations and enterprise knowledge bases to drive customer satisfaction and business outcomes.
Role type
Senior IC CX Knowledge Base & Conversational AI Manager
Builds
Customer-facing AI experiences and scalable knowledge management systems for Ashley Digital's e-commerce brands
Domain
E-commerce / Customer Experience / Generative AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
LLM prompting, Conversation Design, UX Writing, Linguistics, Prompt Engineering, Knowledge Base Management, BI & Analytics, Experimentation Frameworks, Cross-functional Collaboration
Preferred skills
Experience with Intercom Fin, Notion, Large Language Model (LLM) best practices
Technologies
Intercom Fin, Notion, Looker, Tableau, Sigma
Responsibilities
Define customer intents, desired outcomes, success metrics, and conversation strategy across AI workflows; Design, test, and improve conversational experiences via prompts, response logic, and routing; Balance AI automation with human support handoffs; Monitor customer sentiment and conversation quality to optimize tone and resolution; Analyze AI performance using KPIs (CSAT, One-Touch Resolution, containment, etc.) to prioritize the roadmap; Build and maintain a continuous improvement framework using analytics and customer feedback; Own and maintain the enterprise knowledge base, establishing taxonomy, governance, and content lifecycle management; Partner with Product, Support, Engineering, and Legal to align AI experiences with business needs; Communicate performance trends and strategic recommendations via dashboards and reporting.
Seniority
Senior, hands-on IC
