CX Knowledge Base & Conversational AI Manager

Deep understanding of conversation AI workflows and data integrations.

Experience analyzing customer conversations and identifying operational trends

Experience with Intercom Fin or similar conversational AI platforms.

Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or similar reporting tools.

Familiarity with experimentation frameworks

Experience managing enterprise knowledge bases, preferably in Notion.

(subject to eligibility requirements):

Remote-first workplace (since 2016!)

Competitive Salary

Health, Vision & Dental Insurance

HSA company contributions

401K with company match component

Great AI conversations don't happen by accident, they're designed, measured, and continuously improved.

As our AI Conversation & Knowledge Manager, you'll own the performance of our customer-facing AI experiences across Ashley Digital's brands.

You'll combine customer insights, conversation design, analytics, and knowledge management to ensure every interaction helps customers achieve the right outcome quickly while driving measurable business results.

You'll define how customers interact with AI, establish success metrics, analyze performance, identify optimization opportunities, and continuously improve conversational experiences through experimentation and iteration.

You'll partner closely with Product, Customer Support, Operations, CRM, QA, Legal, Brand, and AI Enablement teams to ensure our AI experiences remain accurate, conversational, on-brand, and continuously optimized using customer sentiment, behavioral insights, and business performance metrics.

Success in this role isn't measured by the number of knowledge articles but through improvements in customer satisfaction, resolution quality, conversion, retention, operational efficiency, and the overall customer experience.