CX Knowledge Base & Conversational AI Manager
New
A
Ashley DigitalE-commerce, Home Furnishings
You must reside and be authorized to work within the United States.Full-TimeManager
Salary$90,000 - $110,000
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
- TableauData analyticsNotionLookerPrompt 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.
- Strong writing and communication skills with exceptional attention to detail.
- Experience analyzing customer conversations and identifying operational trends.
- Experience with conversational AI platforms such as Intercom Fin.
- Experience with BI and analytics platforms (e.g., Looker, Tableau, Sigma).
- Familiarity with experimentation frameworks.
- Experience managing enterprise knowledge bases, preferably in Notion.
- Expertise with prompt engineering and LLM best practices.
- Strong problem-solving and cross-functional collaboration skills.
Responsibilities
- Own the end-to-end performance of Ashley Digital's AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy.
- Design, test, and continuously improve conversational experiences through prompts, response logic, routing, and escalation strategies.
- Monitor customer sentiment and behavioral analytics to improve empathy, resolution quality, and overall customer experience.
- Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, and containment to identify optimization opportunities.
- Maintain the enterprise knowledge base, establishing scalable governance, taxonomy, and content lifecycle management practices.
- Partner with cross-functional teams including Product, Engineering, Operations, and Legal to align AI experiences with business priorities.
View Full Description & ApplyYou'll be redirected to the employer's site
