CX Knowledge Base & Conversational AI Manager

Resident

AI Conversation & Knowledge Manager responsible for enhancing AI conversations and customer support experiences at Ashley Digital. Collaborating with multiple teams to optimize performance and maintain knowledge bases.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI customer experience management, focusing on conversation design, performance analysis, and knowledge management. Proficient in leveraging data-driven insights to optimize customer interactions and enhance operational efficiency.

Highest-signal resume keywords

LLM PromptingConversation DesignCustomer Experience OperationsData AnalyticsKnowledge Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversation AI WorkflowsPrompt EngineeringUX WritingCustomer Conversation AnalysisOperational Trend Identification

Soft Skills

Strong Writing SkillsCommunication SkillsAttention to DetailProblem-Solving SkillsCross-Functional Collaboration

Tools & Technologies

Intercom FinLookerTableauSigmaNotion

Industry Keywords

Customer SentimentKPI AnalysisContinuous Improvement FrameworkContent Lifecycle ManagementExperimentation Frameworks

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

5+ Experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or related CX operations
Deep understanding of conversation AI workflows and data integrations.
Strong writing and communication skills with exceptional attention to detail
Experience analyzing customer conversations and identifying operational trends
Strong problem-solving and cross-functional collaboration skills
Experience with Intercom Fin or similar conversational AI platforms.
Experience with BI and analytics platforms such as Looker, Tableau, Sigma, or similar reporting tools.
Familiarity with experimentation frameworks
Experience managing enterprise knowledge bases, preferably in Notion.
Expertise with prompt engineering and Large Language Model (LLM) best practices.

Benefits

Comp & perks

Remote-first workplace (since 2016!)
Competitive Salary
Health, Vision & Dental Insurance
HSA company contributions
401K with company match component
Take what you need Paid Time Off
Wellness benefits
WFH office and cell phone/internet stipend
A FREE MATTRESS plus an awesome Friends and Family discount!