About the Role:

We are looking for a AI & Automation Strategy Manager, Customer Support to lead our vision of delivering world-class customer experience through innovative self-service solutions. You will drive both tactical improvements and strategic initiatives to enhance our self-service capabilities while maintaining exceptional service standards. Working closely with the Sr. Manager of Operations and cross-functional teams, you'll shape and execute our self-service strategy across all channels. This role combines technical expertise with strategic thinking to implement cutting-edge solutions (e.g., AI-powered bots, machine learning, knowledge management systems) that drive operational efficiency and customer satisfaction. 

Reporting to the Head of Customer Care, this position can be fully remote from any of the 17 U.S. states where IPSY has an established business presence.

Note: CX generalists with broad, well-rounded experience won't be the right fit for this role (but we'd love to meet you in the future!). We are looking for someone with a clear, specific, and data-backed vision and point of view on AI/ML for self-service (including tradeoffs/investments) gained through experience in this space, who will develop and implement actionable strategy, tools (and vendor / technical partner selection).

What You’ll Be Doing:

• Develop and execute a comprehensive self-service strategy that drives adoption while maintaining high CSAT scores
• Lead the implementation and optimization of self-service technologies including knowledge bases, chatbots, and automated workflows
• Build and maintain metrics dashboards to track self-service success rates, deflection rates, and cost savings
• Partner with cross-functional stakeholders to ensure seamless integration of self-service solutions across all customer touchpoints
• Identify opportunities to leverage AI/ML to enhance self-service capabilities
• Drive continuous improvement through data analysis and customer feedback
• Establish and monitor KPIs specific to self-service performance
• Create and maintain documentation of processes, best practices, and standard operating procedures

What We Are Looking For:

• Bachelor's degree in project management, business administration, or equivalent experience
• 5+ years of experience managing self-service/knowledge management systems in a customer support environment
• Experience with AI/ML implementations in customer service, from RFI to strategy and tools (and deep investments with vendors and technical partners)
• Proven track record of implementing successful self-service strategies with measurable results
• Strong technical project management experience with self-service technologies
• Experience with data analysis and ability to translate insights into actionable improvements
• Demonstrated success in cross-functional project leadership
• Proficiency in project management tools (Asana, Jira) and analysis tools (Excel, PowerPoint)
• Outstanding communication and stakeholder management skills
• Experience with customer support operations and understanding of support metrics

Bonus if You Have:

• Six Sigma or Project Management Certification
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• Start-up and rapid growth experience
• Experience with analytics and BI tools
• Knowledge of multiple self-service platforms and technologies
  
  

What We Offer:

• Competitive salary & equity grants
• Annual bonus program (paid out quarterly)
• Medical, dental & vision insurance
• 401(k) plan with company match
• Paid Time Off
• Work from home flexibility
• Free BoxyCharm subscription
• Learning & development programs

EEO Statement: We celebrate diversity and are an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic. 

If you need reasonable accommodation in the application or employment process, please contact us.

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Pay is based on several non-discriminatory factors such as experience, education, skills, and location. IPSY offers a bonus, equity grants, and competitive benefits. Final compensation is determined by experience and skills.