CX AI Optimization Lead — Remote

Penninteractive; United States; On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation package

Fun, relaxed work environment

Education and conference reimburse m

Job summary

PENN Interactive is seeking a CX Manager, AI Optimization to evolve our customer support experience through AI, automation, knowledge management, and platform optimization. Own strategy and execution of support technologies, including Zendesk and AI-powered tools, while driving scalable solutions and self‑service adoption.

You will partner with Product, Operations, and other stakeholders to improve customer and agent experiences and ensure knowledge assets evolve with products and policies.

Qualifications

• 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or related field.
• 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
• Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a working knowledge of Large Language Models (LLMs) and their application in customer support.
• Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders while delivering scalable operational improvements.
• Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements.
• Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials.

Responsibilities

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent‑assist functionality.
• Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
• Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions.
• Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement.
• Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities.
• Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers.
• Partner with cross-functional stakeholders to develop, maintain, and govern SOPs, knowledge assets, and training materials.
• Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

Skills

CX Strategy

Cross-functional leadership

Data analysis

Problem-solving

Team leadership

Tools

Zendesk

Salesforce

AWS Connect

Job description

PENN Interactive is seeking a CX Manager, AI Optimization to evolve our customer support experience through AI, automation, knowledge management, and platform optimization. Own strategy and execution of support technologies, including Zendesk and AI-powered tools, while driving scalable solutions and self‑service adoption.

You will partner with Product, Operations, and other stakeholders to improve customer and agent experiences and ensure knowledge assets evolve with products and policies.