Remote Conversational AI & Knowledge Base Lead

Resident Home, LLC.; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote-first workplace

HSA contributions

401K with company match

Paid Time Off

Wellness benefits

WFH stipend

Mattress discount

Job summary

Ashley Digital is seeking a CX Knowledge Base & Conversational AI Manager to own AI-driven customer experiences across its brands. You will design prompts, monitor performance, and coordinate with Product, Support, Operations, and Legal to ensure accurate, on-brand interactions.

You’ll balance automation with human support, improve satisfaction, and drive business outcomes while maintaining the enterprise knowledge base and governance standards.

Qualifications

• 5+ years in LLM prompting, conversation design, CX operations.
• Deep understanding of conversation AI workflows and data integrations.
• Strong writing and communication skills with attention to detail.
• Experience analyzing customer conversations and identifying trends.
• Experience with experimentation frameworks.
• Experience managing enterprise knowledge bases, Notion.
• Expertise with prompt engineering and LLM best practices.

Responsibilities

• Own end-to-end performance of Ashley Digital's AI customer experience across brands.
• Design, test, and improve conversational experiences with prompts and routing.
• Balance automation with human support for optimal outcomes.
• Monitor sentiment and analytics to improve tone and resolution quality.
• Analyze KPIs to identify optimization opportunities and roadmap.
• Maintain knowledge base and scalable knowledge management.
• Conduct conversation reviews to identify friction and gaps.
• Collaborate with cross-functional teams to align AI with needs.

Skills

LLM prompting

Conversation design

UX writing

Linguistics

CX operations

Writing and communication

Data analysis of conversations

Experimentation frameworks

Enterprise knowledge bases

Prompt engineering

LLM best practices

Tools

Intercom

Looker

Tableau

Sigma

Notion

Job description

Ashley Digital is seeking a CX Knowledge Base & Conversational AI Manager to own AI-driven customer experiences across its brands. You will design prompts, monitor performance, and coordinate with Product, Support, Operations, and Legal to ensure accurate, on-brand interactions.

You’ll balance automation with human support, improve satisfaction, and drive business outcomes while maintaining the enterprise knowledge base and governance standards.