AI Strategist

5+ years in customer experience operations, preferably in e-commerce or omnichannel support Deep understanding of CX workflows, pain points, metrics, tools, and what makes teams successful Experience with enterprise CX platforms (Zendesk, Gorgias, Kustomer, or similar) Comfortable advising CX leaders on organizational design, process optimization, and transformation strategy Comfortable leading training sessions, running workshops, conducting audits, performing QA work, and consulting on strategy Can switch between hands-on tactical work and strategic thinking Systematic thinker who can design processes for repeatable service delivery Comfortable with high-volume work (10-15 customer sessions per week) Able to own long-term customer relationships and build trust at multiple levels of the organization Can lead compelling live sessions Comfortable presenting virtually and in-person Ability to make scripted content feel personalized and adapt on the fly Balance being empathetic and supportive with being direct Excited about AI's potential to transform customer experience Comfortable with automation logic, conversation flows, prompt design, and agent behavior Understand how technical systems work well enough to collaborate with engineers Experience with low-code automation tools, AI platforms, or similar technologies Can translate between business needs and technical requirements Bias toward action Think ahead Focus on business impact and measurable results Comfortable having difficult conversations and challenging customers Take ownership without waiting to be asked Work effectively across functions Give and receive direct feedback well Comfortable with fast pace, changing priorities, and some ambiguity Open to travel for in-person customer workshops and training sessions Share knowledge and help teammates grow

Partner with CX leaders on AI-first strategy Work with VPs of CX, Directors of Customer Support, and Operations Leaders to design their AI transformation roadmap Diagnose what's blocking progress and design solutions Challenge assumptions about existing processes Balance quick wins with strategic long-term initiatives Own relationships with key accounts Triage technical issues and keep support and engineering teams accountable Lead Automation Workshops Deliver engaging AI Manager Training sessions Conduct automation audits on live customer environments Perform systematic QA on automations Jump into accounts you don't know well to solve specific focus areas Identify high-value automation opportunities Think several steps ahead Own measurable outcomes Be proactive Balance being consultative and strategic with being hands-on and tactical Teach customers to think in AI-first terms and build capabilities themselves Create "aha moments" Provide actionable feedback reports Build customer confidence and capability, not dependency Work with other Professional Services team members and the broader CX organization Translate customer insights and patterns into clear, actionable feedback Communicate technical concepts to non-technical stakeholders and business context to technical teams Help scale our service offerings Share knowledge and help teammates grow their strategic and technical capabilities Balance being responsive to urgent requests with proactive strategic work Navigate ambiguity and make judgment calls about priorities and tradeoffs Have difficult conversations when needed Take ownership of customer outcomes, not just your individual tasks