Manager, CX Automation

Figs • Los Angeles, CA

94d • $75,000 - $105,000

About The Position

We are seeking a skilled and proactive Manager of Customer Experience (Automation/AI) to lead our customer experience team's AI/ML automation initiatives. This role is pivotal in enhancing customer service operations by implementing and managing automation solutions across multiple platforms. The ideal candidate will have a proven track record of managing automation projects in customer service or customer experience environments end to end, with 3-5 years of managerial experience.

Requirements

• 3-5 years experience in AI/ML automation within customer service or customer experience teams
• 3-5 years experience managing diverse, global, remote teams
• Demonstrated experience managing complex AI automation projects across multiple platforms
• Strong understanding of customer service processes and customer journey optimization
• Strategic vision with the ability to oversee multiple initiatives, drive cross-functional collaboration and spearhead change management processes
• Proficiency with AI/ML automation tools and CRM platforms (e.g., Siena, Ada, Zendesk, HubSpot, Genesys, Gladly etc.)
• Excellent leadership, strategic thinking, problem-solving skills
• Exceptional communication and stakeholder management capabilities
• Proven leadership experience in customer experience, operations, or related fields
• Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
• Familiarity with multiple CX software tools (e.g., Delighted, Qualtrics, Medallia), and reporting tools (Looker, Tableau, Excel)
• Skilled in data-driven decision making, workflow design, and process automation

Nice To Haves

• Experience with Artificial Intelligence and Machine Learning applications in customer support.
• Knowledge of scripting and programming languages is a plus.

Responsibilities

• Lead the development, implementation, and optimization of AI/ML automation initiatives across all CX channels to drive efficiency, consistency, and scalability.
• Develop and oversee automation strategies to improve customer journey efficiency and satisfaction.
• Drive measurable ROI by identifying, implementing, and optimizing automation solutions that reduce operational costs, increase efficiency, and enhance satisfaction, with responsibility for tracking and reporting automation ROI metrics.
• Manage and coordinate automation initiatives across various platforms, including chatbots, CRM automation, and self-service tools.
• Lead and mentor a team of automation specialists, providing guidance, training, and performance management.
• Monitor, analyze, and report on formalized automation performance metrics, making continuous improvements.
• Ensure compliance with FIGS data security and privacy standards for all automation solutions.
• Stay current with industry trends and emerging AI technologies in customer experience automation.
• Support the design, management and implementation of comprehensive automation reporting, providing actionable insights and strategic recommendations to executive leadership.
• Utilize data analytics to identify areas for improvement and to quantify the impact of CX automation initiatives.
• Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the team.
• Foster a customer-centric culture by enhancing customer interactions and driving team efficiency and success.
• Lead, develop, and mentor a diverse, remote, and global CX team, fostering growth and high performance.

Benefits

• Equity: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan
• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…
• Benefits eligibility is determined by hour requirements and length of service

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed