AI Knowledge & Experience Manager – Customer Success

Ashley Digital

. Own the ongoing performance and continuous improvement of Ashley Digital's AI customer experience .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI Customer Experience Management, focusing on conversation design, performance analysis, and continuous improvement. Proficient in balancing automation with human support while leveraging data-driven insights to enhance customer interactions.

Highest-signal resume keywords

AI Customer Experience ManagementConversation DesignPrompt EngineeringCustomer Support OperationsKnowledge Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversational AILLM PromptingBehavioral AnalyticsCustomer Intent AnalysisEscalation LogicSystem InstructionsData-Driven InsightsContinuous Improvement FrameworkOperational Data AnalysisExperimentation Frameworks

Soft Skills

Problem-SolvingCross-Functional Collaboration

Tools & Technologies

Intercom FinLookerTableauSigmaNotion

Industry Keywords

Customer Experience (CX)Customer Support OperationsKnowledge ManagementAI-Powered SupportConversation Analytics

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the ongoing performance and continuous improvement of Ashley Digital's AI customer experience
Shape conversation strategy, define customer intents and desired outcomes, and establish success metrics across AI workflows
Design, test, and optimize conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions
Balance automation with customer experience by determining when AI should resolve needs independently and when human support is appropriate
Monitor customer sentiment, conversation quality, and behavioral analytics to improve tone, clarity, empathy, resolution quality, and customer experience
Analyze AI performance using CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV
Build and maintain a continuous improvement framework using sentiment, QA findings, conversation analytics, operational data, and experimentation
Conduct recurring conversation reviews to identify friction points, underperforming workflows, customer trends, and knowledge gaps
Partner with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams
Own and maintain the enterprise knowledge base as the source of truth for AI and human support
Establish scalable knowledge management practices including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards
Improve the knowledge base using conversation insights, customer feedback, and operational changes
Communicate performance trends, business impact, and recommendations through reporting, dashboards, and data-driven insights

Requirements

What you’ll need

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
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
Must reside and be authorized to work within the United States

Benefits

Comp & perks

Health, Vision & Dental Insurance
401K
Generous Paid Time Off plus company holidays
Wellness benefits
Generous Communications Allowance
Awesome product discount and company swag
Competitive Salary