CX Manager, AI Optimization

Location: Remote, United States

Salary: $85,000–$95,000 USD annually

Company

PENN Entertainment provides integrated casino gaming, online gaming, sports betting, sports media, and entertainment experiences through proprietary digital platforms.

What you will do

• Lead the strategy, implementation, and optimization of customer support AI and automation initiatives, including chatbots and agent-assist tools.
• Administer and optimize Zendesk Support workflows, automations, integrations, permissions, and system enhancements.
• Analyze customer journeys, support workflows, internal tools, and product experiences to implement scalable improvements.
• Monitor performance metrics and user feedback to evaluate AI, knowledge management, and support operations.
• Own the evolution of internal knowledge bases, external Help Centers, SOPs, and training materials.
• Partner with Product, Operations, and other stakeholders while supporting team members working on AI bot improvement.

Requirements

• 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
• 2+ years administering and optimizing customer support platforms, including workflows, automations, and support technologies.
• Experience managing AI-powered customer support solutions, chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems.
• Working knowledge of Large Language Models and their application in customer support.
• Strong analytical, technical, problem-solving, cross-functional leadership, and stakeholder management skills.
• Experience creating operational documentation, knowledge bases, customer-facing Help Centers, and training materials in a B2C environment.

Nice to have

• Experience with Zendesk AI, Ultimate AI, CoPilot, Salesforce AgentForce, AWS Connect, or similar technologies.
• Experience with conversational design, chatbot administration, customer journey mapping, or product management methodologies.
• Experience evaluating CX technologies, managing vendors, or working in regulated gaming or financial services industries.

Culture & Benefits

• Remote work in the United States.
• Competitive compensation package and benefits for eligible employees.
• Education and conference reimbursements.
• Relaxed work environment.
• Potential bonus eligibility for non-sales positions.