Remote CX AI Optimization Lead

Penn Interactive; United States; Remote; USD 85,000 - 95,000; Full time

Benefits offered by this job

Remote work available

Job summary

Penn Interactive is seeking a CX Manager, AI Optimization to lead the evolution of our customer support experience through AI, automation, knowledge management, and platform optimization. You’ll own the strategy and execution of our support technologies—including Zendesk and AI-powered tools—while driving scalable solutions across teams.

You will partner with Product and Operations to improve self-service and agent workflows, monitor performance, and evolve our knowledge bases and SOPs.

Qualifications

• 4+ years in Customer Experience or related field.
• 2+ years administering and optimizing support platforms.
• Experience implementing AI-powered CS solutions with LLMs.
• Proven ability to lead cross-functional initiatives and prioritize.
• Strong analytical and problem-solving skills with data-driven decisions.
• Experience creating SOPs, knowledge bases, and training materials.
• Proficiency with CS technologies and reporting tools in a B2C setup.
• Experience leading teams in a Customer Service environment.

Responsibilities

• Lead strategy and execution of CS AI optimization initiatives and self-service enhancements.
• Administer and optimize Zendesk workflows, automations, and integrations.
• Analyze customer journeys and support workflows to find scalable improvements.
• Monitor AI, knowledge management, and support ops performance and act on insights.
• Guide team members on AI bot improvements and priorities.
• Own the evolution of Operations knowledge bases and external Help Centers.
• Develop and govern SOPs, knowledge assets, and training materials with stakeholders.
• Advocate for AI adoption and best practices across CX.

Skills

CX Experience

CX Operations

AI-powered solutions

Cross-functional leadership

Analytics & metrics

Documentation & SOPs

CX platforms knowledge

Leading teams

Tools

Zendesk

Salesforce

Workflow automation tools

Job description

Penn Interactive is seeking a CX Manager, AI Optimization to lead the evolution of our customer support experience through AI, automation, knowledge management, and platform optimization. You’ll own the strategy and execution of our support technologies—including Zendesk and AI-powered tools—while driving scalable solutions across teams.

You will partner with Product and Operations to improve self-service and agent workflows, monitor performance, and evolve our knowledge bases and SOPs.