CX AI Strategy Lead

United States Digital Space LLC; San Francisco (CA); Hybrid; USD 142,000 - 177,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced AI operator and leader to own the strategy and execution of AI-powered customer experience. You will lead the CX AI platform initiatives, optimize instruction sets, and drive measurable productivity gains across chat, voice, and email channels.

You will also build internal AI tools for the CX team, partner with Engineering and Product to shape the roadmap, and ensure the CX organization delivers world-class support as the company scales.

Qualifications

• 4+ years in CX strategy, AI operations, product operations, or related tech/CX role.

Responsibilities

• Lead the CX Strategy team and set direction for CX and company goals.
• Drive CX metrics like resolution rate, CSAT, quality, and time-to-resolution; push for improvements.
• Own the CX AI roadmap from discovery to implementation, prioritizing AI improvements across channels.

Job description

United States Digital Space LLC is seeking an experienced AI operator and leader to own the strategy and execution of AI-powered customer experience. You will lead the CX AI platform initiatives, optimize instruction sets, and drive measurable productivity gains across chat, voice, and email channels.

You will also build internal AI tools for the CX team, partner with Engineering and Product to shape the roadmap, and ensure the CX organization delivers world-class support as the company scales.