Remote: Conversational AI & CX Knowledge Lead

Resident; United States; On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote-first

Competitive salary

Health insurance

HSA contributions

401K

Paid time off

Wellness benefits

WFH stipend

Mattress discount

Job summary

Resident's Ashley Digital unit seeks an AI Conversation & Knowledge Manager to own the performance of AI experiences across the brands. You’ll blend customer insights, design, analytics, and knowledge management to drive outcomes and measurable business results.

In this remote-first role based in the United States, you will partner with product, support, operations, and legal teams to keep AI accurate, on-brand, and continuously optimized, while developing an enterprise knowledge base and

Qualifications

• 5+ years in CX operations, conversation design, or related fields.
• Strong expertise in prompts and LLM workflows.
• Excellent writing and communication, with high attention to detail.
• Experience analyzing customer conversations and identifying trends.
• Ability to work with product, support, operations, and legal teams.

Responsibilities

• Own the end-to-end performance of Ashley Digital's AI customer experience.
• Design, test, and improve conversational experiences through prompts and routing.
• Balance automation with human support where appropriate.
• Monitor sentiment and analytics to improve tone and resolution quality.
• Analyze KPIs like CSAT, containment, and conversion to drive optimizations.
• Maintain scalable knowledge management and governance for content.
• Collaborate with cross-functional teams to align AI with business needs.

Skills

LLM prompting

Conversation Design

UX Writing

Data analysis

Cross-functional collaboration

Prompt engineering

Notion knowledge base

Tools

Looker/Tableau

Notion

Job description

Resident's Ashley Digital unit seeks an AI Conversation & Knowledge Manager to own the performance of AI experiences across the brands. You’ll blend customer insights, design, analytics, and knowledge management to drive outcomes and measurable business results.

In this remote-first role based in the United States, you will partner with product, support, operations, and legal teams to keep AI accurate, on-brand, and continuously optimized, while developing an enterprise knowledge base and