Sr Manager of AI Strategy & Customer Experience

Public Storage•Plano, TX

About The Position

Public Storage is seeking an AI Business Manager to drive the strategy, implementation, and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution — partnering closely with IT, Customer Service teams, Marketing, and Field Operations to deliver AI solutions that enhance customer satisfaction, drive revenue growth, and improve operational efficiency. You'll play a key role in connecting technical teams and business stakeholders, gathering feedback from frontline users, advocating for customer needs, and driving iterative improvements to AI systems. This role requires a test-and-evolve mindset — someone who thrives on experimentation, learns from data, and isn't afraid to pivot based on real-world results.

Requirements

7+ years in business operations, customer experience, or strategy roles
Proven track record supporting or leading AI implementation projects from the business side (not IT/engineering)
Experience partnering with IT, Customer Service, Marketing, and Operations teams to deliver technology solutions
Demonstrated ability to gather feedback from diverse stakeholders and translate it into actionable improvements
Strong understanding of both business strategy and technical concepts — can translate between the two fluently
Demonstrated ability to present to executives with confidence, clarity, and credibility
Test-and-evolve mindset — you embrace experimentation, learn from failure, and iterate quickly
Collaborative bridge-builder — you thrive in cross-functional environments and can rally diverse teams around shared goals
Feedback-driven — you actively seek input from frontline users and let data guide decisions
Charismatic communicator who can influence, inspire, and build coalitions across departments
Confident opinion-holder — you're not afraid to challenge assumptions or advocate for the customer
Analytically sharp — comfortable with data, metrics, and making evidence-based recommendations
Change agent mindset — you thrive in ambiguity and can rally others around new ways of working
Customer-obsessed — you design with the end-user in mind, always

Nice To Haves

Experience in customer service, contact center operations, or customer-facing technology
Familiarity with AI tools (chatbots, NLP, virtual assistants, predictive analytics) from a user/business perspective
Experience facilitating user acceptance testing (UAT) or pilot programs

Responsibilities

Lead business-side AI initiatives from concept through deployment and ongoing optimization
Partner with IT to translate business requirements into technical specifications and guide AI design decisions
Collaborate with Customer Service teams to understand agent pain points, gather feedback on AI performance, and identify opportunities for automation or enhancement
Work with Marketing to ensure AI interactions align with brand voice, campaign messaging, and customer acquisition strategies
Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows
Define business requirements, success metrics, and ROI models for AI projects
Act as the central point of coordination across departments to ensure alignment and shared ownership
Establish feedback loops with Customer Service agents, supervisors, and Field teams to assess AI effectiveness
Conduct regular listening sessions, surveys, and usage analysis to identify friction points and improvement opportunities
Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and drive action plans
Champion a test-and-learn culture — design A/B tests, pilot programs, and experiments to validate hypotheses
Rapidly iterate on AI experiences based on customer behavior, agent input, and business outcomes
Translate qualitative feedback into actionable requirements for IT and vendor partners
Present AI strategy, progress, and recommendations to executive leadership with clarity and confidence
Build cross-functional buy-in from Operations, Care Center, Marketing, and Field teams
Act as the "voice of the business" in technical discussions — ensuring solutions align with customer and employee needs
Influence skeptics and champions alike to embrace AI as a strategic enabler
Facilitate workshops, training sessions, and change management efforts across all partner teams
Analyze customer journey pain points and identify AI-driven solutions
Design and recommend improvements to AI interactions based on customer feedback, behavioral data, and frontline insights
Ensure AI solutions enhance — not replace — the human touch in critical moments
Balance automation efficiency with empathy and brand consistency
Advocate for the customer in every design decision and trade-off discussion
Evaluate AI design options and trade-offs (cost, complexity, customer impact, scalability)
Provide guidance on testing approaches, success criteria, and rollout strategies
Track KPIs, report on business impact, and recommend course corrections
Stay current on AI trends, competitive landscape, and emerging technologies