Penn Interactive logo
Penn Interactive

We are HQ’d in Philadelphia and manage $PENN’s digital products, including the Barstool Sportsbook.

CX Manager, AI Optimization

Artificial IntelligenceArtificial IntelligenceFull TimeRemoteSeniorTeam 201-500H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

9 days ago

Salary

$85K - $95K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

CX Manager, AI Optimization

Penn Interactive

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption. • Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements. • Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences. • Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement. • Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities. • Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies. • Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence. • Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

Job Requirements

  • 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
  • 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
  • Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a working knowledge of Large Language Models (LLMs) and their application in customer support.
  • Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders while delivering scalable operational improvements.
  • Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements.
  • Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials.
  • Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment.
  • Experience with leading others in a Customer Service environment.

Benefits

  • Competitive compensation package
  • Fun, relaxed work environment
  • Education and conference reimbursements.

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