CX Manager, AI Optimization

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🤖 Artificial Intelligence

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Penn Interactive

WebsiteLinkedInAll Job Openings

201 - 500 employees

Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia with offices in Greenfield, MA, and Cherry Hill, NJ. As the digital arm of PENN Entertainment (NASDAQ: PENN), North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences, we are poised for fast-paced growth in the sports betting and online casino space. We have teamed up with Barstool Sports and theScore to create a unique and exciting sports betting experience through our retail books and the Sportsbook mobile apps.

📋 Description

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption. • Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements. • Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences. • Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement. • Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities. • Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies. • Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence. • Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

🎯 Requirements

• 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field. • 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies. • Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a working knowledge of Large Language Models (LLMs) and their application in customer support. • Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders while delivering scalable operational improvements. • Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements. • Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials. • Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment. • Experience with leading others in a Customer Service environment.

🏖️ Benefits

• Competitive compensation package • Fun, relaxed work environment • Education and conference reimbursements.