AI Knowledge & Experience Manager- Customer Success

Ashley Digital is hiring an AI Knowledge & Experience Manager to own and continuously improve customer-facing AI experiences across its brands. The role combines conversation strategy, performance analytics, and enterprise knowledge management to improve customer outcomes and business results.

Responsibilities:

• Own the ongoing performance and continuous improvement of Ashley Digital's AI customer experience, Shaping conversation strategy, defining customer intents and desired outcomes, and establishing success metrics across AI workflows
• Design, test, and optimize conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring every interaction feels natural, helpful, and true to the Ashley Digital brand
• Balance automation with customer experience by determining when AI should resolve customer needs independently and when human support delivers the best outcome
• Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, resolution quality, and overall customer experience
• Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV to identify opportunities and inform optimization priorities on the roadmap
• Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, conversation analytics, operational data, and experimentation to optimize AI performance and customer outcomes
• Conduct recurring conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps, translating insights into actionable improvements
• Partner closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with evolving customer needs, business priorities, and operational processes
• Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support
• Establish scalable knowledge management practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards that keep information accurate, AI-ready, and easy to maintain
• Continuously improve the knowledge base using conversation insights, customer feedback, and operational changes to ensure content remains current, relevant, and effective
• Communicate performance trends, business impact, and recommendations to stakeholders through clear reporting, dashboards, and data-driven insights

Requirements:

• To be considered for this remote opportunity, you must reside and be authorized to work within the United States
• 5+ years of experience in Customer Experience (CX), Customer Support Operations, CX Knowledge Management, or a related discipline
• 2+ Experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations
• Hands-on experience designing, managing, optimizing, or improving AI-powered customer support experiences
• Strong understanding of conversational AI, LLMs, prompt engineering, conversation flows, customer intents, routing, escalation logic, and system instructions
• Experience analyzing customer conversations and behavioral data to identify friction points, knowledge gaps, automation opportunities, and opportunities to improve resolution
• Demonstrated ability to balance AI automation with human-assisted support to deliver an effective customer experience
• Strong problem-solving and cross-functional collaboration skills
• Experience with Intercom Fin or similar conversational AI platforms
• Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or similar reporting tools
• Familiarity with experimentation frameworks
• Experience managing enterprise knowledge bases, preferably in Notion
• Expertise with prompt engineering and Large Language Model (LLM) best practices