CX Knowledge Base & Conversational AI Manager

This is a Fully Remote Job

About Our Client:

Ashley Digital operates within the home furnishings e-commerce industry as the digital arm supporting a major global manufacturer and retailer. The organization addresses the challenge of integrating retail and digital innovation to enhance customer experiences across multiple platforms. Its work impacts millions of customers daily through a combination of data science, marketing, product development, and creative efforts.

About the Opportunity:

The CX KNOWLEDGE BASE & CONVERSATIONAL AI MANAGER is responsible for managing and optimizing customer-facing AI interactions across the company’s digital brands. The role focuses on improving AI-driven conversations to enhance customer satisfaction and business outcomes by using data, customer insights, and collaboration with multiple teams. This position is critical in ensuring the AI experience is effective, natural, and aligned with business goals.

Responsibilities:

 Own the performance of AI customer experiences by defining intents, outcomes, metrics, and strategies.

 Design, test, and refine conversational flows to ensure natural and helpful interactions.

 Balance AI automation with human support to optimize customer resolution.

 Monitor customer sentiment and analytics to improve conversation quality.

 Analyze KPIs to identify and prioritize improvements.

 Develop and maintain continuous improvement frameworks leveraging data and experimentation.

 Conduct regular conversation reviews to find friction points and knowledge gaps.

 Collaborate with cross-functional teams to align AI with business needs.

 Manage and maintain the enterprise knowledge base as a trusted resource.

 Implement scalable knowledge management practices including taxonomy and governance.

 Continuously update knowledge content based on insights and feedback.

 Report performance trends and strategic recommendations to stakeholders.

Requirements:

 Experience in managing AI conversational systems and knowledge bases.

 Strong analytic skills to interpret customer data and performance metrics.

 Ability to design and optimize conversation flows and workflows.

 Expertise in knowledge management practices.

 Effective collaboration and communication skills across diverse teams.

 Proficiency in using customer sentiment and behavioral analytics.

Pay Range and Compensation Package:

 The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.