CX Design Lead: AI-Driven, Cross-Channel Experience

Flock; United States; On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Stock options

Hub-based roles in ATL/Boston

Remote roles available

Job summary

Flock is seeking a leader to own end-to-end customer experience initiatives across channels. You will drive AI-enabled support, knowledge management, and a connected CX system with clear ownership and analytics.

You will lead cross-functional CX transformation programs, including platform migrations, telephony, and Salesforce changes, while coaching designers and operations partners and staying hands-on.

Qualifications

• Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints.
• Experience leading AI-enabled support, automation, knowledge management, or related initiatives.
• Strong facilitation and stakeholder-management skills across cross-functional teams.
• People-management or player-coach experience coaching designers, analysts, or ops partners.
• Experience in service design or product operations in fast-moving, technical environments.

Responsibilities

• Own end-to-end support journeys across channels, not isolated touch points.
• Lead AI-enabled support, knowledge management, and related initiatives from problem definition through rollout.
• Govern a connected knowledge system with ownership, quality standards, and analytics.
• Provide delivery leadership for CX transformation programs, including platform migrations and Salesforce changes.
• Coach designers and operations partners while staying hands-on in service design.

Skills

Cross-channel design

AI-enabled support leadership

Facilitation & stakeholder mgmt

People management

Service design / product ops

Job description

Flock is seeking a leader to own end-to-end customer experience initiatives across channels. You will drive AI-enabled support, knowledge management, and a connected CX system with clear ownership and analytics.

You will lead cross-functional CX transformation programs, including platform migrations, telephony, and Salesforce changes, while coaching designers and operations partners and staying hands-on.