Manager, CX AI Strategy
Core
Lead the strategy and execution of AI-powered customer experience, optimizing instruction sets and building internal AI tools to augment the CX team.
Role type
Manager, CX AI Strategy
Builds
AI customer service platform (chat, voice, email) and internal agent-assist/productivity tooling
Domain
Fintech / AI Operations
Deliverable
production ML models | product features
Required skills
CX strategy, AI operations, team leadership (4+ ICs), AI/automation initiative ownership, product-minded building, analytical skills, technical fluency with AI-enabled CX platforms, cross-functional collaboration
Preferred skills
Hands-on experience with Sierra or comparable AI voice/chat/email platforms, fintech background, QA and eval frameworks for AI systems, internal productivity tooling, product knowledge infrastructure
Technologies
Sierra, AI voice/chat/email platforms
Responsibilities
Lead the CX Strategy team and align priorities to company goals; Drive performance metrics (resolution rate, CSAT, quality) and improve when targets aren't met; Own the CX AI roadmap from opportunity discovery through implementation; Collaborate with Engineering to drive CX AI performance (instruction set optimization, channel expansion); Define standards for AI-augmented CX teams and handoff processes; Develop and deploy internal AI tools (agent-assist, QA automation, workflow automations); Partner with Engineering and Data to build AI infrastructure; Measure internal AI adoption and impact; Drive internal AI adoption and training; Communicate AI performance and strategy to leadership.
Seniority
Manager, hands-on IC with team leadership