AI Customer Experience Manager

PlayOn•Alpharetta, GA

4d•Hybrid

About The Position

PlayOn is looking for an AI Customer Experience Manager to join our School Operations Team. As the AI Customer Experience Manager, you will be responsible for the construction and ongoing management of our conversational AI bots, ensuring they deliver accurate and efficient assistance to customers seeking support. Your role will be crucial in ensuring the seamless operation and optimization of our AI-driven customer support initiatives. Trusted by thousands of schools across the country, we're here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again. When being there means everything, we make sure you never miss a moment.

Requirements

2+ years' experience in conversational design and natural language processing to create customer facing AI channels (chatbot, voicebot). Experience with generative AI models a plus.
2+ years' experience with either Zendesk or Salesforce.
Strong customer experience background, preferably in a QA, Training, or Leadership role
Excellent communication and storytelling skills, with the ability to speak âtechâ with product/engineering developers.
Experience in project management, as it relates to building APIs and helpbots through 3rd parties.
Experience with data analytics and ability to create reporting tools to extract insights and make data-informed decisions.
Bachelor's degree strongly preferred.

Responsibilities

Manage and Optimize Conversational AI Bots
Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support
Enhance Customer Satisfaction and Experience
Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey
Stay Current and Drive Innovation
Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon
Measure and Report on Performance
Track key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support
Collaborate with business stakeholders to gather and understand requirements for chatbot projects.
Design, develop, and maintain declarative and conversational AI flows across multiple channels (chat, voice, email, SMS).
Collaborate closely with Product and Engineering to integrate bots with external systems, APIs, and databases.
Test and debug bots to ensure optimal performance and user satisfaction.
Stay up to date with industry trends and best practices in conversational AI.
Advocate for the customer through human-centered research methodologies.
Monitor and analyze conversation paths and user feedback to discover and implement improvement opportunities in both conversation and expansion of AI, to create a stellar customer experience.
Champion prioritization of AI centered product enhancements grounded in research and analysis.
Serve as the primary point of contact for technical issues related to the AI support system, liaising closely with IT teams and external vendors to address any system-related challenges promptly.