AI Knowledge & Experience Manager- Customer Success (Fully Remote)

Ashley Digital; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Ashley Digital is seeking a leader to own the performance and continuous improvement of AI customer experiences across its brands. You will design conversation strategies and success metrics to optimize interactions.

You will build a framework using customer sentiment, QA findings, and conversational analytics to continuously improve AI responses, and manage the enterprise knowledge base with governance and lifecycle practices to ensure accuracy across AI and human support.

Responsibilities

• Own the performance and continuous improvement of AI customer experiences across Ashley Digital's brands, designing conversation strategy and success metrics.
• Build and maintain a continuous improvement framework using customer sentiment, QA findings, and conversational analytics to optimize AI interactions.
• Manage the enterprise knowledge base, establishing scalable practices like taxonomy, governance, and content lifecycle to ensure AI and human support accuracy.

Job description

• Own the performance and continuous improvement of AI customer experiences across Ashley Digital's brands, designing conversation strategy and success metrics.
• Build and maintain a continuous improvement framework using customer sentiment, QA findings, and conversational analytics to optimize AI interactions.
• Manage the enterprise knowledge base, establishing scalable practices like taxonomy, governance, and content lifecycle to ensure AI and human support accuracy.