Senior Manager CX Self-care & AI

Liberty Latin America Communications, Inc.

2d

About The Position

As a Senior Manager, AI & Customer Experience (CX) you will be responsible for leading the strategy, delivery, and performance of AI-driven solutions across customer-facing and agent-facing experiences. This role focuses on designing and scaling automated solutions that improve customer journeys, enhance agent performance, and reduce operational costs. It owns key automation channels such as IVR and conversational bots, ensuring high performance, reliability, and continuous optimization through strong monitoring and analytics. By leveraging AI capabilities (e.g., intent recognition, decisioning, and automation), this role drives measurable improvements in containment, deflection, cost to serve, and overall customer experience.

Requirements

• Bachelor’s degree in business administration, industrial engineering or related field.
• 6-9 years of proven experience in strategy and process improvement.
• Fully Bilingual (Spanish and English).
• Ability to prioritize and organize effectively.
• Effective leadership and analytical abilities including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities.
• Ability to define problems, collect data, establishes facts, and draw valid conclusions.
• Customer focus and service oriented.
• Excellent communications skills (written and verbal).
• Ability to motivate employees and maintain a positive work environment.
• Computer-literate, knowledge in Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Analytics background

Responsibilities

• Lead the strategy and execution of AI-driven customer-facing and agent-facing solutions, focused on improving CX, operational efficiency, and cost reduction.
• Own and optimize Conversational bot ecosystems and IVR, including design, performance monitoring, and continuous improvement.
• Drive containment and deflection strategies by increasing automation effectiveness and reducing reliance on assisted channels.
• Identify and prioritize top contact drivers and friction points, translating insights into scalable automation and process improvements.
• Develop and implement agent-facing AI capabilities (e.g., agent assist, guided flows, automation) to improve productivity, reduce handle time, and increase FCR.
• Establish robust monitoring and observability frameworks for IVR and bots, including performance tracking, failure detection, and continuous optimization loops.
• Define, track, and optimize key performance metrics, including containment, deflection, automation success rate, contact rate, cost per contact, and CX indicators (e.g., NPS, FCR).
• Leverage data and analytics to continuously refine AI models, intents, and flows, improving accuracy, resolution rates, and customer outcomes.
• Partner with Operations, Product, Technology, and Data teams to align AI initiatives with business priorities and ensure scalable delivery.
• Ensure consistency, scalability, and reliability of automated experiences across all customer interaction points.
• Demonstrate and ensure compliance with all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager