AI Agent Support Experience Manager
122000 - 160000 USD per year
Company:
Location:Canada, United States
Languages:English
Seniority level:Lead, 5-8 years
Experience:5-8 years
Skills:
LeadershipProject ManagementArtificial IntelligenceBusiness IntelligenceData AnalysisMachine LearningPeople ManagementGoogle AnalyticsCross-functional Team LeadershipOperations ManagementMicrosoft ExcelCommunication SkillsAnalytical SkillsCollaborationCustomer serviceWritten communicationCRMCustomer support
Requirements:
Degree in Data Analytics, Communications, Marketing, Business, or a related field. 5-8 years of relevant work experience in operations, consulting, or at a startup, including 3+ years in people leadership. Experience developing and optimizing chatbot/voice AI playbooks. Exceptional written communication skills, with a focus on clear customer-facing messaging. Strong analytical skills with the ability to interpret performance data. Proficiency in CRM software and data analytics tools (e.g., Excel, Looker, Google Analytics).
Responsibilities:
Lead a team of content and quality specialists to deliver a best in class AI agent experience. Strategize the evolution of agent capabilities to discerning workflows. Leverage AI Agent performance data to continuously improve bot resolutions, containment rates, and customer experience across chat and voice channels. Develop strong partnerships with AI Partners to ensure accountability and influence Partner roadmaps. Partner with cross-functional teams to refine conversational design and manage complex playbook architectures.
