AI Knowledge & Experience Manager- Customer Success

Ashley Digital

2d•$90,000 - $110,000•Remote

About The Position

Ashley Digital is seeking an AI Knowledge & Experience Manager to own the performance and continuous improvement of customer-facing AI experiences across its brands. The role combines conversation design, customer insights, analytics, and knowledge management to help customers achieve the right outcomes quickly while improving measurable business results. The manager will shape AI interactions, set experience goals and success metrics, design and optimize conversational workflows, and balance automated assistance with human support. They will use customer sentiment, conversation reviews, behavioral analytics, operational data, and experimentation to identify friction and prioritize improvements. The role also owns the enterprise knowledge base as a trusted source of truth for AI and human support, establishing scalable governance and content practices to keep information accurate, useful, and AI-ready. The position works closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams. It is a remote opportunity for candidates residing and authorized to work in the United States. Ashley Digital describes itself as a remote-first company, with work-location restrictions potentially applying.

Requirements

At least 5 years of experience in Customer Experience (CX), Customer Support Operations, CX Knowledge Management, or a related discipline.
At least 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 ways 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.
Experience managing enterprise knowledge bases, preferably in Notion.
Expertise with prompt engineering and Large Language Model (LLM) best practices.
Must reside and be authorized to work within the United States.

Nice To Haves

Familiarity with experimentation frameworks.
Experience managing enterprise knowledge bases in Notion.

Responsibilities

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, including prompts, response logic, routing, escalation strategies, and system instructions.
Balance automation with customer experience by determining when AI should resolve customer needs and when human support is more appropriate.
Monitor customer sentiment, conversation quality, and behavioral analytics to improve tone, clarity, empathy, resolution quality, and the overall customer experience.
Analyze AI performance using KPIs including CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV.
Build and maintain a continuous improvement framework using customer sentiment, QA findings, conversation analytics, operational data, and experimentation.
Conduct recurring conversation reviews to find friction points, underperforming workflows, customer trends, and knowledge gaps, and translate findings into improvements.
Partner with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with customer needs, business priorities, and operational processes.
Own and maintain the enterprise knowledge base as a trusted source of truth for AI and human support.
Establish scalable knowledge management practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards.
Improve the knowledge base using conversation insights, customer feedback, and operational changes so content remains current, relevant, and effective.
Communicate performance trends, business impact, and recommendations through reporting, dashboards, and data-driven insights.
Perform other duties consistent with the employee's skills and role as reasonably required by business needs.