AI Customer Experience Manager (Conversational AI)

TL;DR

AI Customer Experience Manager (Conversational AI): Designing and managing AI-driven support chatbots across multiple channels with an accent on conversational design, NLP, and seamless customer journeys. Focus on integrating bots with external APIs, optimizing conversation flows based on data analytics, and driving AI adoption within the organization.

Location: Hybrid in Alpharetta, GA

Company

hirify.global is a growth-stage company providing innovative fan engagement and event management solutions for high school sports, backed by KKR.

What you will do

• Build, manage, and refine AI-driven support chatbots across chat, voice, email, and SMS channels.
• Analyze conversation flows and user feedback to identify pain points and implement UX improvements.
• Collaborate with Product and Engineering teams to integrate bots with external systems, APIs, and databases.
• Track and report on customer experience KPIs to demonstrate the value of AI-driven support.
• Conduct human-centered research to advocate for the customer and prioritize AI product enhancements.
• Serve as the primary technical contact for AI support system issues, liaising with IT teams and external vendors.

Requirements

• 2+ years of experience in conversational design and NLP for customer-facing AI channels.
• 2+ years of experience with Zendesk or Salesforce.
• Proven background in customer experience, preferably in a QA, Training, or Leadership role.
• Experience in project management specifically related to building APIs and helpbots via 3rd parties.
• Ability to use data analytics tools to extract insights and create reporting.
• Must be based in or able to work in a hybrid setup in Alpharetta, GA.

Nice to have

• Experience with generative AI models.
• Bachelor's degree.

Culture & Benefits

• Hybrid and flexible work environment.
• Company equity in the form of stock options.
• 401K plan with company match.
• Open PTO policy.
• Comprehensive medical, dental, vision, life, and disability insurance.
• Employee Emergency Fund.