Sr. CX Programs & Automation Manager

Responsibilities

• Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs — automation rate, AHT reduction, agent productivity, and coverage — and own prioritization, sequencing, and business case development for each initiative
• Translate CX and Ops pain points into structured AI use cases with clear hypotheses, success metrics, and implementation plans
• Lead delivery in partnership with the Chatbot Strategy Manager, Sr. Manager of Tooling, Analytics, and Engineering
• Drive agent adoption of AI tools (copilot, smart suggestions, AI summaries, auto-tagging) through change management and training
• Design and run experiments and A/B tests to validate AI performance before scaling
• Establish performance baselines and handoff documentation before transitioning live programs to the Sr. Analyst, AI Quality & Continuity
• Partner with Legal, Compliance, and Security to ensure responsible, policy-compliant AI deployment
• Represent CX AI priorities in cross-functional planning and vendor discussions

Requirements

• 7–10+ years in CX operations, support product management, or technical program management
• Hands-on experience launching AI or automation in support environments — Zendesk AI, Intercom Fin, Decagon, or similar
• Strong product thinking: you can take an ambiguous problem, define a clear use case, and build the case for prioritization
• Analytical mindset: comfortable with experiment design, interpreting A/B results, and building performance baselines
• Excellent cross-functional collaborator — you've worked with Engineering, Analytics, Legal, and frontline ops teams to ship AI features
• Comfortable getting hands-on with AI and SaaS tooling — you're not just managing from a distance; you can configure, build, and iterate within platforms like Zendesk AI, Decagon, or similar without needing engineering support for every change
• Experience managing a portfolio of concurrent initiatives

Compensation

Posting range: $130,000 - $160,000 Competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k) with employer match as well as a generous PTO policy.