Manager, CX AI Strategy
Core
Lead the strategy and execution of AI-powered customer experience, building systems that let AI handle routine complexity while humans focus on judgment and relationships.
Role type
Manager, CX AI Strategy & Operations
Builds
AI customer service platform, internal agent-assist tools, QA automation, and workflow tooling
Domain
Fintech / Customer Experience / AI Operations
Deliverable
production ML models
Required skills
CX strategy, AI operations, team leadership (4+ ICs), AI/automation initiative ownership, product-minded building, analytical skills, technical fluency with AI-enabled CX platforms, cross-functional collaboration
Preferred skills
Hands-on experience with Sierra or comparable AI voice/chat/email platforms, fintech background, QA and eval frameworks for AI systems, internal productivity tooling development, product knowledge infrastructure
Technologies
Sierra, AI voice/chat/email platforms, agent-assist systems, QA automation frameworks
Responsibilities
Lead the CX Strategy team and align priorities to company goals; drive performance metrics (resolution rate, CSAT, quality, escalation rates); own the CX AI roadmap from discovery to implementation; optimize instruction sets and expand AI across chat, voice, and email; define standards for AI-augmented CX teams; develop and deploy internal AI tools for agent productivity; partner with Engineering and Data to build AI infrastructure; measure internal AI adoption and impact; communicate AI performance and strategy to executive stakeholders.
Seniority
Manager, hands-on IC with team leadership