Manager, Automation and Intent Analytics (AI)

TL;DR

Manager, Automation and Intent Analytics (AI): Leading automation performance analytics across AI, chatbot, and self-service flows to increase containment and reduce cost per contact with an accent on KPI alignment and financial goals. Focus on designing dashboards, optimizing digital handoffs, and integrating AI data sources to enhance customer experience.

Location: Hybrid (Washington, DC). Must have legal right to work in the U.S.

Salary: $97,000 - $115,000

Company

hirify.global is the leading audio entertainment company in North America, providing subscription and ad-supported audio experiences via satellite radio and digital platforms.

What you will do

• Lead analytics for automation, intent, and containment across AI, chatbot, and self-service flows.
• Partner with WFM, CX, and Product teams to align automation KPIs with forecasting and financial targets.
• Design dashboards and reporting structures to measure containment, saves, and escalation effectiveness.
• Drive insight development for digital handoffs, pre-agent mix, and journey optimization.
• Integrate Digital Experience and AI data sources to build unified automation performance views.
• Identify automation opportunities to enable continuous improvement and support product iteration.

Requirements

• 5+ years of experience in analytics, customer experience, or automation performance management.
• Expertise in IVR, AI, or chatbot measurement, including routing and escalation.
• Proven track record of building cross-functional partnerships across CX, Marketing, and Product.
• Proficiency in SQL and Tableau for translating complex data into actionable insights.
• Must have legal right to work in the U.S.

Culture & Benefits

• Inclusive work environment fostering mutual respect, professionalism, and cooperation.
• Equal opportunity employer providing a diverse space for emerging talent and industry legends.
• Eligible for discretionary short-term and long-term incentives.