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CX Manager, AI Optimization

1 month ago
United States
Full-time
Senior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
LLM
Apply Now
PENN Entertainment

PENN Entertainment

PENN Entertainment is a leading provider of integrated entertainment, sports content, and casino gaming experiences across North America, offering a diverse range of entertainment destinations and a premier loyalty program that rewards members with cas...

Hotels, Restaurants & Leisure
10K-50K
Founded 1982
View All Jobs 12

Description

  • Lead the strategy, implementation, and ongoing optimization of customer support AI and automation initiatives, including chatbot and agent-assist functionality.
  • Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
  • Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions.
  • Monitor performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations.
  • Support and guide team members contributing to AI bot improvement and optimization.
  • Own the vision and continuous evolution of operations knowledge management, including internal knowledge bases and external Help Centers.
  • Partner with cross-functional stakeholders to develop, maintain, and govern SOPs, knowledge assets, and training materials.
  • Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices.
  • Work cross-functionally with Product, Operations, and other business partners to drive scalable support solutions and improved workflows.

Requirements

  • 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
  • 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
  • Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems.
  • Working knowledge of large language models (LLMs) and their application in customer support.
  • Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders.
  • Strong analytical, technical, and problem-solving skills with experience using customer feedback, operational metrics, and reporting to drive improvements.
  • Experience creating and maintaining SOPs, internal knowledge bases, customer-facing Help Centers, and training materials.
  • Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms in a B2C environment.
  • Experience leading others in a customer service environment.
  • Nice to have: Experience with Zendesk AI (Ultimate AI and CoPilot), Salesforce AgentForce, AWS Connect, or similar AI-enabled customer support technologies.
  • Nice to have: Experience with conversational design, chatbot administration, customer journey mapping, or product management methodologies.
  • Nice to have: Experience evaluating and implementing third-party CX technologies, managing vendor relationships, or working in regulated industries such as gaming or financial services.

Benefits

  • Competitive compensation package with a salary range of $85,000 to $95,000 USD.
  • Fun, relaxed work environment.
  • Education and conference reimbursements.
  • Remote work designation (#LI-REMOTE).
  • Best-in-class benefits for eligible employees.
  • Commission eligibility for most sales positions.
  • Bonus eligibility for most non-sales positions.

Interested in this position?

Apply directly on the company website

Apply Now

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