Director of Customer Service, Enablement and AI
New
S
SkylightTechnology Startup
United StatesFull-TimeDirector
Salary$150-185k based on experience
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Job Details
- Experience
- 5+ years in CS/ Operations support, CS/Operations program management, with 5+ years of project implementation and major cross-functional programs
- Required Skills
- Data AnalysisChange ManagementZendesk
Requirements
- 5+ years of experience in Customer Service operations or support program management.
- 5+ years of experience in project implementation and managing major cross-functional programs.
- Proven experience owning, scaling, and optimizing programs leveraging AI and automation tools.
- Experience leading voice, chat, and email support channels.
- Hands-on fluency with LLM-based tools including prompt iteration, knowledge hygiene, and output quality evaluation.
- Deep metrics fluency with the ability to explain and pair deflection rates with other success indicators.
- Proven frontline change management experience in transitioning teams to new tooling.
- Experience with structured vendor evaluation and management.
- Strong written communication skills for documentation, business cases, and executive updates.
- Ability to operate independently in ambiguous environments and propose solutions.
Responsibilities
- Scale support capacity for company growth through AI and automation while making strategic build-vs-buy decisions.
- Drive performance metrics including resolution, containment, and CSAT across chat, email, and voice channels.
- Manage knowledge infrastructure by maintaining taxonomy, mining ticket logs, and preparing AI-ready content.
- Partner with human support teams to roll out agentic tools, create feedback loops, and establish SOPs.
- Enforce QA and engineering discipline by treating prompts like production code using test suites and staged rollouts.
- Measure and report business ROI, cost per contact, and capacity optimization.
- Execute as a player-coach to support the AI operations team while scaling the function.
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