CX Knowledge Base & Conversational AI Manager
New
A
Ashley DigitalE-commerce
Remote (USA). To be considered for this remote opportunity, you must reside and be authorized to work within the United States.Full-TimeManager
Salary$90,000 - $110,000. [Additionally, this role might be eligible for discretionary bonuses or commission payments].
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ Experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations
- Required Skills
- TableauNotionLookerPrompt EngineeringLLM
Requirements
- 5+ years of experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations.
- Deep understanding of conversation AI workflows and data integrations.
- Expertise with prompt engineering and Large Language Model (LLM) best practices.
- Experience managing enterprise knowledge bases, preferably in Notion.
- Experience with conversational AI platforms such as Intercom Fin.
- Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or similar.
- Strong writing and communication skills with exceptional attention to detail.
- Experience analyzing customer conversations and identifying operational trends.
- Strong problem-solving and cross-functional collaboration skills.
- Familiarity with experimentation frameworks.
Responsibilities
- Own the end-to-end performance of Ashley Digital's AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy across all AI workflows.
- Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions.
- Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, and resolution quality.
- Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, and conversion metrics to identify optimization opportunities.
- Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, and experimentation.
- Conduct recurring conversation reviews to identify friction points and emerging customer trends.
- Partner with cross-functional teams including Customer Support, Product, Engineering, and Legal to align AI experiences with business priorities.
- Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support.
- Establish scalable knowledge management practices, including taxonomy, governance, and content lifecycle management.
- Communicate performance trends and strategic recommendations to stakeholders through reporting and dashboards.
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