[Hiring] AI Knowledge & Experience Manager @Ashley Digital

Role Description

Great AI conversations don't happen by accident, they're designed, measured, and continuously improved. As our AI Conversation & Knowledge Manager, you'll own the performance of our customer-facing AI experiences across Ashley Digital's brands. You'll combine customer insights, conversation design, analytics, and knowledge management to ensure every interaction helps customers achieve the right outcome quickly while driving measurable business results.

This role is equal parts strategist, analyst, writer, and systems thinker. This is a hands-on, strategic role that combines conversation design, customer insights, analytics, and knowledge management. You'll help shape how customers interact with AI, own ongoing experience improvements, and use performance insights to prioritize opportunities that improve customer outcomes and business results.

You'll collaborate with key stakeholders across the organization to ensure AI interactions remain accurate, helpful, conversational, and aligned with our brand and business objectives.

Success in this role isn't measured by the number of knowledge articles but through improvements in customer satisfaction, resolution quality, conversion, retention, operational efficiency, and the overall customer experience.

What You’ll Be Doing:

• 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 customer needs independently and when human support delivers the best outcome.
• Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, resolution quality, and overall customer experience.
• Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV.
• Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, conversation analytics, operational data, and experimentation.
• Conduct recurring conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps.
• Partner closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams.
• Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support.
• Establish scalable knowledge management practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards.
• Continuously improve the knowledge base using conversation insights, customer feedback, and operational changes.
• Communicate performance trends, business impact, and recommendations to stakeholders through clear reporting, dashboards, and data-driven insights.

Qualifications

• 5+ years of experience in Customer Experience (CX), Customer Support Operations, CX Knowledge Management, or a related discipline.
• 2+ years of 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 to deliver an effective customer experience.
• 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.

Benefits

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