PlayOn! Sports

AI Customer Experience Manager

PlayOn! Sports

full-time

Posted on:

Location Type: Hybrid

Location: Alpharetta • United States

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About the role

  • Manage and Optimize Conversational AI Bots
  • Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support
  • Enhance Customer Satisfaction and Experience
  • Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey
  • Stay Current and Drive Innovation
  • Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon
  • Measure and Report on Performance
  • Track key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support

Requirements

  • 2+ years' experience in conversational design and natural language processing to create customer facing AI channels (chatbot, voicebot). Experience with generative AI models a plus.
  • 2+ years' experience with either Zendesk or Salesforce.
  • Strong customer experience background, preferably in a QA, Training, or Leadership role
  • Excellent communication and storytelling skills, with the ability to speak “tech” with product/engineering developers.
  • Experience in project management, as it relates to building APIs and helpbots through 3rd parties.
  • Experience with data analytics and ability to create reporting tools to extract insights and make data-informed decisions.
  • Bachelor's degree strongly preferred.
Benefits
  • Multiple medical insurance plans to choose from
  • Dental, vision life and disability insurance
  • Employee Emergency Fund
  • Company equity (stock options)
  • Open PTO policy
  • 401K plan with company match
  • Hybrid/flexible work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversational designnatural language processinggenerative AI modelsdata analyticsAPI developmentchatbot developmentvoicebot developmentreporting toolscustomer experience measurementKPI tracking
Soft Skills
customer experiencecommunication skillsstorytelling skillsproject managementleadership
Certifications
Bachelor's degree