Head of Digital Experience and Growth
Vanguard
Salary
💰 $93,000 - $118,000 per year
Job Level
JuniorMid-Level
About the role
- CX AI Workflow Specialist: lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), partner with cross-functional teams to build and refine AI-enabled support workflows. Sits at the intersection of CX, systems thinking, and AI tooling.
- Key Competencies: AI & Systems Fluency; Analytical & Process Design; Clear Communication & Documentation; Ownership & Continuous Improvement
- Key Responsibilities Include: AI Tools Configuration; Quality Assurance (QA) & Testing; Cross-functional Collaboration
- QA & Testing: Define quality standards, calibration procedures, and feedback loops; Implement scalable QA frameworks to evaluate CS AI agent performance; Fine-tune AI responses to reflect brand tone.
- Cross-functional Collaboration: Work with engineering, product, and CX teams to prioritize improvements; Create documentation and training materials for internal teams on using AI agents; Monitor KPIs and improvements
- Qualifications Include: 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role; Experience with quality frameworks; Strong written communication; Experience with LLM fine-tuning or prompt design; Systems thinker with bias for structure and tooling
- Preferred qualifications: Familiarity with tools like Sidekick in Gladly, Fin In Intercom, Decagon, etc.
- KPIs: AI CSAT 4.6; Accuracy > 95%; Containment rate > 40%
Requirements
- 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role.
- Experience with quality frameworks
- Strong written communication skills; experience drafting knowledge base or SOP content.
- Experience with large language model (LLM) fine-tuning or prompt design.
- Systems thinker with a bias for structure, process optimization, and tooling.
