AI Knowledge & Experience Manager – Customer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Ashley Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

Retail • eCommerce

Ashley Digital is the digital/e-commerce presence associated with Ashley Furniture (Ashley HomeStore). It presents a full catalog of home furnishings and decor — including living room, bedroom, dining, mattresses, rugs, outdoor furniture, baby & kids, home office items, and accessories — and promotes online shopping alongside in-store options, financing, design services, and trade programs. The site emphasizes promotions, store locators (1,000+ stores referenced), customer services (financing, delivery, warranties), and corporate information such as CSR and company values.

📋 Description

• Own the ongoing performance and continuous improvement of Ashley Digital's AI customer experience • Shape conversation strategy, define customer intents and desired outcomes, and establish success metrics across AI workflows • Design, test, and optimize conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions • Balance automation with customer experience by determining when AI should resolve needs independently and when human support is appropriate • Monitor customer sentiment, conversation quality, and behavioral analytics to improve tone, clarity, empathy, resolution quality, and customer experience • Analyze AI performance using CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV • Build and maintain a continuous improvement framework using sentiment, QA findings, conversation analytics, operational data, and experimentation • Conduct recurring conversation reviews to identify friction points, underperforming workflows, customer trends, and knowledge gaps • Partner with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams • Own and maintain the enterprise knowledge base as the source of truth for AI and human support • Establish scalable knowledge management practices including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards • Improve the knowledge base using conversation insights, customer feedback, and operational changes • Communicate performance trends, business impact, and recommendations through reporting, dashboards, and data-driven insights

🎯 Requirements

• 5+ years of experience in Customer Experience (CX), Customer Support Operations, CX Knowledge Management, or a related discipline • 2+ Experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations • Hands-on experience designing, managing, optimizing, or improving AI-powered customer support experiences • Strong understanding of conversational AI, LLMs, prompt engineering, conversation flows, customer intents, routing, escalation logic, and system instructions • Experience analyzing customer conversations and behavioral data to identify friction points, knowledge gaps, automation opportunities, and opportunities to improve resolution • Demonstrated ability to balance AI automation with human-assisted support • Strong problem-solving and cross-functional collaboration skills • Experience with Intercom Fin or similar conversational AI platforms • Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or similar reporting tools • Familiarity with experimentation frameworks • Experience managing enterprise knowledge bases, preferably in Notion • Expertise with prompt engineering and Large Language Model (LLM) best practices • Must reside and be authorized to work within the United States

🏖️ Benefits

• Health, Vision & Dental Insurance • 401K • Generous Paid Time Off plus company holidays • Wellness benefits • Generous Communications Allowance • Awesome product discount and company swag • Competitive Salary

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