AI Program Manager, Customer Experience

Skims•Los Angeles, CA

11h

About The Position

SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials. We are setting new standards by delivering technically innovative, comfort-driven products with elevated design for everybody. At the intersection of culture, innovation, and commerce, SKIMS is a global brand redefining modern apparel. Our teams are built on creativity, collaboration, and operational excellence, and we are committed to fostering an inclusive, high-performance environment where ambitious, curious, and values-driven individuals can do the best work of their careers. As we continue to scale globally, our HQ teams play a critical role in shaping strategy, building world-class infrastructure, and driving sustainable growth across markets. As AI Program Manager, Customer Experience at SKIMS, you will work closely with CX leadership to help develop and implement our AI strategy across customer support channels. You will focus on identifying, evaluating, and deploying AI tools that improve customer and agent experiences, increase operational efficiency, and support scalable growth. This role combines strategic thinking with hands-on execution to bring AI initiatives into production. You will partner with internal teams and external vendors to pilot, launch, and optimize AI initiatives. A strong understanding of customer experience workflows and customer journey mapping is essential, as you’ll work directly with teams to translate real-world challenges into practical AI solutions.

Requirements

Bachelor’s degree or equivalent experience
2+ years of professional experience in AI, operations, customer experience, or support-driven roles
Experience working with or alongside customer experience or customer support teams
Strong interest in AI, automation, and emerging technologies
Understanding of customer journey mapping and CX metrics (e.g., NPS, CSAT)
Familiarity with CX platforms, CRM, ticketing systems, chatbots, or workflow tools
Ability to manage multiple initiatives and operate effectively in a fast-paced environment
Strong organizational, analytical, communication, and problem-solving skills

Responsibilities

Partner with CX leadership to support the development and execution of the AI strategy and roadmap
Map and evaluate the customer journey across touchpoints to identify opportunities where AI can add meaningful value for customers and agents
Identify, evaluate, and implement AI tools and solutions across Customer Experience (e.g., self-service, agent assist, automation, QA, insights)
Work closely with CX team to understand workflows, pain points, and opportunities for AI-driven improvement
Coordinate AI pilots and implementations, including tool evaluation, configuration, testing, rollout, and optimization
Define success metrics and monitor performance of AI initiatives, using insights to drive iteration and improvement
Support documentation, governance, and best practices for responsible AI adoption within CX
Stay current on emerging AI tools and trends relevant to CX