CX AI & Knowledge Base Manager — Remote

Ashley Digital; Tampa (FL); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote-first

Competitive salary

Health insurance

HSA

401K

Paid time off

Wellness benefits

WFH stipend

Mattress discount

Job summary

Ashley Digital, a Tampa-based unit of Ashley Furniture Industries, is hiring an AI Conversation & Knowledge Manager to own AI customer experiences across brands. You’ll design intents, metrics, and optimization strategies to improve CSAT, containment, and conversion.

Work with product, support, and QA; manage knowledge base; lead continuous improvement using sentiment and analytics. Remote-first, US-residency required; salary range $90k-$110k; benefits include health, 401k, and more.

Qualifications

• 5+ years in LLM prompting, conversation design, or CX operations.
• Strong writing and communication with attention to detail.
• Experience analyzing customer conversations and trends.
• Familiarity with Intercom or similar conversational platforms.

Responsibilities

• Own end-to-end AI customer experience performance across Ashley Digital's brands.
• Design prompts, routing, and escalation strategies to keep interactions on-brand.
• Balance automation with human support to resolve customer needs.
• Monitor sentiment and analytics to improve tone, clarity, and outcomes.
• Analyze KPIs like CSAT, containment, and conversion to identify optimizations.
• Maintain a scalable knowledge base and governance standards.
• Collaborate with Product, Engineering, QA, Ops, CRM, Legal, and Brand teams.

Skills

LLM prompting

Conversation design

UX writing

Data analysis

Cross-functional collaboration

Job description

Ashley Digital, a Tampa-based unit of Ashley Furniture Industries, is hiring an AI Conversation & Knowledge Manager to own AI customer experiences across brands. You’ll design intents, metrics, and optimization strategies to improve CSAT, containment, and conversion.

Work with product, support, and QA; manage knowledge base; lead continuous improvement using sentiment and analytics. Remote-first, US-residency required; salary range $90k-$110k; benefits include health, 401k, and more.