Director of AI Enablement & Applications - Customer Experience
New
R
ResidentE-commerce
Remote (USA)Full-TimeDirector
Salary110,000 - 130,000 USD per year
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Job Details
- Experience
- 7+ years of experience in CX technology, systems enablement, automation, or related fields, with 2+ years in a leadership or program ownership role.
Requirements
- 7+ years of experience in CX technology, systems enablement, automation, or related fields
- 2+ years in a leadership or program ownership role
- Proven track record of delivering AI or technology-driven initiatives in complex, multi-channel customer environments
- Hands-on experience designing and optimizing LLM/AI-powered solutions, including prompt engineering, RAG, or workflow orchestration
- Strong analytical and experimentation mindset, with experience leveraging A/B testing and performance data
- Experience in high-growth DTC or eCommerce environments strongly preferred
- Solid understanding of CX systems architecture, including integrations across CRM, telephony, order management, and data platforms
- Ability to evaluate build vs. buy decisions
- Demonstrated success leading change management and driving adoption of new technologies across frontline teams and cross-functional stakeholders
- Deep understanding of conversational AI across voice and chat, including escalation models and human-in-the-loop workflows
- Strong cross-functional leadership with experience influencing Product, Engineering, Operations, and CX teams
- Excellent program and vendor management skills in fast-paced, high-growth environments
- Clear and effective communicator, comfortable engaging both technical and non-technical audiences
- High ownership mindset with a bias toward action and continuous improvement
Responsibilities
- Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities.
- Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards.
- Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices.
- Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens.
- Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions.
- Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality.
- Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support.
- Hold vendors accountable to performance, delivery timelines, and scalability requirements.
- Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact.
- Define success metrics and reporting that connect AI performance to CX outcomes and financial results.
- Lead root-cause analysis on performance gaps and drive cross-functional improvements.
- Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities.
- Owns AI-readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms.
- Partner with Quality, Training, and Knowledge teams to align human and AI learning standards.
- Establish governance and quality standards for AI prompts, responses, and knowledge updates.
- Lead AI and technology initiatives from scoping through launch, adoption, and optimization.
- Serve as the primary CX owner for AI and tooling initiatives across Product, Engineering, Data, Operations, and vendors.
- Develop project plans, communication cadences, and success metrics to drive alignment and execution.
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