Resident

Artificial Intelligence

• Own the end-to-end performance of Ashley Digital's AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy across all AI workflows.
• Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring every interaction feels natural, helpful, and true to the Ashley Digital brand.
• Balance automation with customer experience by determining when AI should resolve customer needs independently and when human support delivers the best outcome.
• Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, resolution quality, and overall customer experience.
• Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV to identify optimization opportunities and prioritize the roadmap.
• Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, conversation analytics, operational data, and experimentation to optimize AI performance and customer outcomes.
• Conduct recurring conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps, translating insights into actionable improvements.
• Partner closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with evolving customer needs, business priorities, and operational processes.
• Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support.
• Establish scalable knowledge management practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards that keep information accurate, AI-ready, and easy to maintain.
• Continuously improve the knowledge base using conversation insights, customer feedback, and operational changes to ensure content remains current, relevant, and effective.
• Communicate performance trends, business impact, and strategic recommendations to stakeholders through clear reporting, dashboards, and data-driven insights.

CX Knowledge Base & Conversational AI Manager

Program Manager

• Own the MBR/QBR process and related business infrastructure read-outs — gathering inputs, synthesizing findings, and presenting clear, decision-ready updates to the Executive team
• Build concise, high-quality presentations that communicate key insights, trends, and updates with precision and clarity
• Partner closely with senior leaders to shape messaging, structure communication, and maintain a consistent operating cadence
• Prepare materials for executive forums, ensuring content is tightly constructed, well-supported, and aligned to key priorities
• Identify key themes, risks, and opportunities across the business by connecting signals across multiple inputs, and educating cross functional teams as needed
• Drive follow-through on key actions and decisions, ensuring alignment and accountability across stakeholders
• Continuously improve how information is gathered, structured, and communicated across the organization
• Operate as a trusted, detail-oriented partner who can independently manage critical workstreams from start to finish

Strategic Program Manager

Marketing Operations

• Asset Standards & Governance: Exercise independent judgment to establish, implement, and enforce naming, tagging, and file-management standards across the Growth Team, setting the rules that govern how creative, platform, and reporting teams interact with the shared asset library.
• Creative Production Prioritization: Exercise discretion in prioritizing and sequencing a high volume of creative production work across competing deadlines, determining which initiatives receive resourcing priority to protect the Growth Team’s most business-critical campaign launches.
• Platform Strategy & Quality Control: Interpret and apply evolving specifications across advertising channels (e.g., Meta, TikTok, YouTube), independently judging how creative assets should be adapted or escalated, and advising platform leads on the operational implications of new channel requirements.
• Project Management: Independently design and adjust project timelines and asset launch schedules using tools such as Asana and Notion, exercising judgment to reprioritize work, resolve scheduling conflicts, and determine appropriate trade-offs between speed, scope, and quality across simultaneous marketing initiatives.
• Digital Asset Governance: Act as the primary decision-maker for the structure and governance of the Growth Team’s digital asset library, determining the categorization taxonomy and retention practices that affect how creative and performance data are used across the organization.
• Ad Operations & Data Integrity: Independently manage the intake and quality-control review of creative assets prior to campaign launch, exercising judgment to identify and resolve discrepancies, and ensuring asset structure within Looker and other reporting tools supports accurate performance measurement across the Growth Team’s marketing spend.
• Campaign Analytics & Recommendations: Analyze creative and campaign performance data to identify trends, and independently develop and present recommendations that directly influence Growth Team campaign strategy and creative direction.
• Ability to apply sound, independent judgment and discretion on matters of substantial importance to the company in performing duties, resolving complex problems, and interpreting policies and regulations.

Marketing Operations Associate

Accounting Manager

• Account for inventory under US GAAP and in accordance with company accounting policies
• Review material dropship costs, freight, and fulfillment cost journal entries
• Review and approve weekly dropship vendor invoices
• Prepare monthly inventory-related balance sheet account reconciliations
• Perform flux analysis on respective balance sheet and P&L accounts
• Execute completion of all month/quarter/annual close processes timely and in adherence to close calendar
• Partner with FP&A on budget/forecast and close results
• Partner with Supply Chain/Ops on developing/revising processes and policies and providing/understanding actual results, etc.
• Understand physical inventory processes and counts
• Perform inventory analysis to determine appropriate reserve and methodologies for shrink and excess/obsolete/slow-moving inventory
• Perform analysis and provide insight into account balance details and drivers of change, particularly around material costs and freight
• Support external audit by providing timely and accurate support schedules as requested
• Continuous evaluation and identification of process improvements
• Cultivate strong partnerships with Accounting, Finance, Supply Chain/Ops, and other functions
• Mentor and develop junior staff members
• Conduct ad-hoc analysis and tasks as requested
• Handle special projects related to technology, systems, automation, new initiatives, or other requests
• Provide support to other general accounting functions outside of inventory as business needs evolve, offering opportunities to broaden exposure across the accounting organization

Manager, Inventory Accounting

Director

• Analyze retail performance across stores, regions, customer segments, and channels to identify growth opportunities and operational inefficiencies.
• Develop strategic recommendations around store footprint optimization, expansion opportunities, market selection, cannibalization, retail vs. wholesale/channel strategy, pricing, and promotional effectiveness.
• Conduct competitive and market intelligence research, including competitor expansion, pricing and assortment strategies, local market dynamics, and emerging retail trends.
• Evaluate the optimal balance between digital and physical retail, including the impact of stores on customer acquisition, market penetration, fulfillment economics, and overall business performance.
• Lead complex analytical projects from problem definition through recommendation and execution support.
• Partner closely with marketing, merchandising, finance, operations, and executive leadership to support strategic planning and key business decisions.
• Identify data gaps and help shape the analytical foundations required to support more effective decision-making.
• Build analytical frameworks, business cases, and executive-ready presentations that influence strategic direction.
• Drive cross-functional initiatives and help move critical business priorities forward through data-driven insights and strong stakeholder management.
• Lead the evaluation of emerging retail technologies, analytics solutions, and data partnerships to improve customer experience, store performance, and revenue growth.

Business Analytics Director, Retail

Financial Planning and Analysis

• Building and maintaining financial models including: reporting, budgeting, forecasting and other relevant business cases to drive actionable insights for leadership decisions
• Analyzing past and current financial data to develop accurate forecasts and report on key metrics
• Optimizing and implementing standard financial processes and tools as the business evolves and grows, with an emphasis on operating expense management (improving current budget vs actual model, streamlining monthly budget vs actual distributions to department owners, incorporating/tracking department owner feedback, partnering with accounting on month-end close processes and calling out key insights into variances)
• Developing deep partner relationships across the organization by providing visibility into performance, establishing trust, gaining an understanding of relevant partner goals and acting as subject matter expert of operating expenses
• Providing financial support for ad-hoc and recurring events including weekly senior leadership meetings, monthly all-hands, board presentations, quarterly business reviews, price and promotion analysis, and other high-level meetings
• Identifying and implementing AI-driven tools and workflows to streamline FP&A processes, improve forecast accuracy, automate routine analyses, and deliver faster, more actionable financial insights to stakeholders

Senior Financial Analyst

Sales

• Engage inbound customers via phone, email, and chat to deliver a high-quality, consultative sales experience.
• Conduct discovery conversations to understand customer needs, preferences, and sleep goals.
• Provide tailored product recommendations aligned to customer needs and lifestyle.
• Guide customers through the full purchasing journey, ensuring clarity and confidence in their decisions.
• Consistently meet or exceed individual monthly sales targets and performance metrics.
• Leverage product knowledge and sales techniques to maximize conversion rates.
• Identify and act on upselling and cross-selling opportunities to increase order value.
• Maintain a strong sense of urgency and ownership in every customer interaction.
• Deliver a best-in-class customer experience rooted in genuine empathy, active listening, and professionalism.
• Build trust with customers by acting as a knowledgeable and reliable advisor.
• Ensure every interaction reflects brand values and reinforces customer satisfaction.
• Develop deep knowledge of product offerings, including features, benefits, and use cases.
• Position products effectively to improve customers’ sleep quality and overall lifestyle.
• Stay informed on product updates and industry trends to enhance credibility and effectiveness.
• Collaborate with team members and leadership to share insights and improve processes.
• Participate in team meetings, training sessions, and performance reviews.
• Contribute feedback to enhance the overall customer journey and sales strategy.

Sales Associate

Customer Success Manager

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution
• Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals
• Monitor email and SMS send volume against platform costs, proactively identify budget risks, and recommend program adjustments to stay within budget
• Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement
• Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis
• Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle
• Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes
• Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned
• Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program
• Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development