AI-Powered CX Strategy Lead

United States Digital Space LLC; Vancouver; Hybrid; CAD 168,000 - 209,000; Full time

Benefits offered by this job

Hybrid work environment

Remote work up to 4 weeks/year

Job summary

United States Digital Space LLC in Vancouver is seeking an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience, including chat, voice, and email. You’ll lead the CX AI roadmap, optimize instruction sets, and deploy internal tools that boost agent productivity and quality while coordinating with Product, Engineering, Data, and CX Leadership.

This hybrid role requires collaboration across teams, a data-driven mindset, and a track record of

Qualifications

• 4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience.
• 1+ years managing or developing a team of 4+ ICs, with a track record of setting direction, developing people, and delivering results.
• Proven experience owning and improving AI or automation initiatives in a support environment — with measurable outcomes.
• Product-minded builder: able to write requirements, configure a platform, and partner with Engineering to ship new tools.
• Strong analytical skills: able to turn data into smart decisions for AI performance.

Responsibilities

• Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals.
• Collaborate with CX leaders to drive performance metrics and continuous improvement.
• Own the CX AI roadmap from opportunity discovery through implementation, prioritizing where AI can improve efficiency and customer experience.
• Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion, containment quality, and escalation handling.
• Define the standard for AI-augmented CX teams and own the development and deployment of internal AI tools to boost productivity and quality.
• Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure supporting these tools.
• Measure internal AI adoption and impact; translate data into actionable insights for leadership.

Skills

CX strategy

AI operations

Product operations

Team leadership

Job description

United States Digital Space LLC in Vancouver is seeking an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience, including chat, voice, and email. You’ll lead the CX AI roadmap, optimize instruction sets, and deploy internal tools that boost agent productivity and quality while coordinating with Product, Engineering, Data, and CX Leadership.

This hybrid role requires collaboration across teams, a data-driven mindset, and a track record of