AI-Driven CX Automation Lead

Roark; Irvine, Northern (CA, KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Chef meals

Brand discounts

Company bonus

PTO 15 days

401k match

Medical insurance

Life insurance

Milestone gifts

Beach days

Team events

Job summary

Archipelago Companies seeks a hands-on leader to own the AI and automation execution for our Customer Experience organization. You will shape how AI agents scale across email, chat, and phone, while maintaining consistent SOPs and human processes.

You will define handover rules, perform pre-launch testing, and manage phased rollouts with robust rollback criteria. This role requires experience with live AI systems and multi-brand CX operations in a DTC context.

Qualifications

• Bachelor's Degree or equivalent experience.
• 5+ years in customer experience, support ops, or related field with at least 2 years leading complex programs.
• Direct, hands-on experience configuring and optimizing AI support agents in live production.
• Experience owning a helpdesk platform (Gorgias, Zendesk, Kustomer, or similar) incl. rules, macros, tagging architecture, integrations.
• Strong analytical skills to build and prove automation ROI with data.
• Experience in a DTC ecommerce or retail environment with multi-channel support (email, chat, phone, social).
• Experience writing and maintaining SOPs used day-to-day.

Responsibilities

• Own day-to-day configuration, deployment, and performance of AI support agents across channels.
• Build, test, and iterate AI skills, tone, and escalation logic.
• Define handover rules and refresh as capabilities improve.
• Run structured pre-launch testing for new AI capabilities.
• Manage a controlled rollout cadence with rollback criteria.

Skills

AI strategy

CX optimization

Data analysis

Automation governance

Cross-functional leadership

Education

Bachelor's Degree or equivalent

Tools

Gorgias

Zendesk

Kustomer

Job description

Archipelago Companies seeks a hands-on leader to own the AI and automation execution for our Customer Experience organization. You will shape how AI agents scale across email, chat, and phone, while maintaining consistent SOPs and human processes.

You will define handover rules, perform pre-launch testing, and manage phased rollouts with robust rollback criteria. This role requires experience with live AI systems and multi-brand CX operations in a DTC context.