Strategy Lead, AI- CX & Retention

Petfolk•New York, NY

2d•$150,000 - $200,000•Hybrid

About The Position

This role involves taking ownership of a conversational AI platform, defining use cases, leading testing, and iterating on AI-supported workflows to improve customer experience, quality, efficiency, and scalability. The position requires analyzing customer interaction data, building business cases for AI and non-AI initiatives, and establishing reporting processes to monitor KPIs. Collaboration with various cross-functional teams is essential, and there is potential for expanded ownership in virtual care analytics, workforce management, and capacity planning.

Requirements

AI-Native Builder: Experience building systems with AI, including workflows, automated pipelines, or AI-powered tools in a marketing or growth setting.
Claude and LLM Fluency: Real experience with Claude or comparable models, understanding system prompt design, structured outputs, tool use, and evaluation loops.
Workflow Automation: Experience building multi-step automated workflows in tools like N8N, Make, or Zapier, including connecting APIs, handling conditional logic, and production issue resolution.
Analytical Rigor: Ability to set up experiments, interpret results, and build systems for tracking performance metrics, including A/B testing, attribution, and performance dashboards.
Semi-Technical Chops: Ability to read API documentation, write scripts, debug integrations, and build with low-code tools without engineering assistance.
Self-Directed: Proven ability to work in fast-paced environments with ambiguous roadmaps, identify priorities, and execute independently.

Nice To Haves

Agentic Systems Experience: Experience building or prototyping agentic AI workflows where the system takes actions, calls tools, makes decisions, and routes work to humans.
Custom MCP Development: Experience building Model Context Protocol servers or integrations that connect LLMs to external tools and data sources.
Background in top-tier consulting, banking, product, or high-growth startups.
AI Compliance Awareness: Understanding of FTC guidelines and platform rules around AI-generated content, particularly in advertising.

Responsibilities

Take full ownership of the conversational AI platform, driving it through launch and beyond.
Define and document use cases, success criteria, escalation rules, and guardrails for AI-enabled customer interactions.
Lead testing efforts in partnership with operational, medical, engineering, brand, and vendor partners, evaluating performance against defined measures.
Own the ongoing cycle of implementing, testing, evaluating, and iterating on AI-supported workflows, refining prompts, logic, and guardrails.
Identify and prioritize additional use cases for AI to improve customer experience, quality, efficiency, or scalability.
Analyze customer interaction data, workflow trends, and operational metrics to identify broader improvement opportunities.
Build business cases and economic analyses for initiatives, including expected impact on quality, customer satisfaction, efficiency, and ROI.
Establish reporting and review processes to provide clear visibility into performance across AI use cases and monitor KPIs.
Work cross-functionally with Engineering, Brand, Operations, Medical, and other stakeholders to drive alignment and accountability.
Expand into broader ownership of virtual care analytics, workforce management modeling, and capacity planning.