[Hiring] CX Manager, AI Optimization @Penn Interactive

Role Description

We're looking for a CX Manager, AI Optimization to lead the evolution of our customer support experience through AI, automation, knowledge management, and platform optimization. In this role, you'll own the strategy and execution of our support technologies—including Zendesk and AI-powered tools—while identifying opportunities to streamline operations, improve self-service, and empower both customers and agents. Working cross-functionally with Product, Operations, and other business partners, you'll drive scalable solutions, optimize support workflows, and ensure our knowledge ecosystem evolves alongside our products and customer needs.

Qualifications

• 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, with a 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 while delivering scalable operational improvements.
• Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements.
• Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials.
• Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment.
• Experience with leading others in a Customer Service environment.

Requirements

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption.
• 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 that enhance both customer and agent experiences.
• Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement.
• Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities.
• Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies.
• Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence.
• Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

Benefits

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements