OluKai, melin, Roark (Tradewind Services) Manager, CX Automation & AI

Archipelago Companies•Irvine, CA

6d•$80,000 - $110,000•Hybrid

About The Position

We are seeking a hands-on, systems minded leader to own the execution of AI and automation across our Customer Experience organization. This role is the engine behind how CX scales: you will identify where human effort can be replaced, augmented, or eliminated, and then build, launch, and continuously tune the AI agents, workflows, and integrations that make it real. You will also own the CX SOP library, keeping documented human process and AI agent instruction in lockstep so that a customer receives the same answer whether they reach an agent or an AI.

Requirements

Bachelor’s Degree or equivalent experience
5+ years in customer experience, support operations, or a related field, with at least 2 years leading complex programs
Direct, hands-on experience configuring and optimizing AI support agents, chatbots, or conversational automation in a live production environment
Demonstrated ownership of a helpdesk platform (Gorgias, Zendesk, Kustomer, or similar) including rules, macros, tagging architecture, and integrations
Strong analytical skills, with the ability to build the measurement case for automation and then prove or disprove it with data
Experience in a DTC ecommerce or retail environment with multi-channel support (email, chat, phone, social)
Demonstrated experience writing and maintaining SOPs or process documentation that a team actually used day to day
Excellent written communication and the judgment to know which customer interactions should never be automated

Nice To Haves

Hands-on experience with Sierra AI, Gorgias AI Agent, or comparable agentic AI support platforms
Familiarity with Shopify, Full Circle, OMS tools, and logistics and fulfillment workflows
Experience building knowledge bases or retrieval content specifically for AI consumption

Responsibilities

Own the day-to-day configuration, deployment, and performance of our AI support agents (Sierra AI) across email, chat, Phone and other customer-facing channels
Build, test, and iterate on AI skills, guidance, tone of voice, and escalation logic so automated responses are accurate, in line with all 3 brands
Define and maintain handover rules — the topics, sentiments, and order states where a conversation must reach a human — and revisit them as agent capability improves
Run structured pre-launch testing for every new AI capability, including edge case and adversarial scenarios, before it touches live customer traffic
Manage a controlled rollout cadence (pilot, measure, expand) rather than broad launches, with documented rollback criteria for each release
Build automated workflows across the CX stack — Gorgias rules, macros, and support actions; Aircall routing and IVR logic.
Automate repetitive internal work — tagging, triage, routing, follow-ups, refunds and returns within policy thresholds, and proactive order-status communication
Document every automation with clear ownership, trigger conditions, guardrails, and a defined failure path
Works with the Sr. Customer Experience Manager on creation, maintenance, version control, and retirement of all SOPs as the single source of truth for how every contact type is resolved
Keep SOPs and AI agent guidance in lockstep, so that any change made in how the AI resolves an issue is reflected in the human process, and vice versa; the customer should receive the same answer regardless of who or what handles the contact
Treat SOP writing as the first step of automation: document a process clearly enough for a human to follow it consistently, and it is ready to be evaluated for AI or workflow automation
Audit existing SOPs for steps that are manual, redundant, or obsolete, and rewrite them around the automations and tooling now available to the team

Benefits

Complimentary chef prepared breakfast and lunch provided Monday - Thursday
Generous product gift program and all brand discounts
Company bonus program
5 year and 10 year Milestone Anniversary travel gifts
Medical, Dental, Vision insurance in accordance with plan guidelines
Company paid life insurance in accordance with plan guidelines
401k with employer match in accordance with plan guidelines
15 Days of PTO accrued annually, plus one additional day of PTO every year on your anniversary, and 3 Floating Holidays per year
Paid beach and giveback days, bi-annual team building events and other in-person celebrations
Work with talented and great people who share a love of the ocean lifestyle