Manager, AI and Tooling

The AI Support Experience Manager plays a key role in shaping the future of customer support by building, optimizing, and expanding our AI-driven support model. This role is responsible for managing the performance, workflow design, and continuous improvement of our AI support tools—ensuring they deliver efficient, high-quality experiences for our customers while reducing dependency on manual support.

Working closely with Product POCs, Support Operations leadership, and our AI platform’s customer success team
, this person will ensure our AI tools evolve to meet business needs, integrate seamlessly into our support ecosystem, and continuously deflect lower-value work from human agents—enabling the team to focus on complex, relationship-driven interactions. This role requires hands‑on experience managing and optimizing AI and CRM systems, particularly Sierra AI and Zendesk, to ensure seamless integration across customer support workflows.

• AI Workflow Management & Optimization:
• Build, configure, test, and maintain AI‑driven workflows and automations in Sierra AI and Zendesk, ensuring efficient and accurate customer issue resolution, and that the ecosystem evolves with business needs
• Identify new SOPs, contact drivers, and support processes that can be automated or AI‑assisted to increase containment and reduce cost per contact
• Regularly test and refine conversation flows, intents, and escalation paths to improve accuracy and user experience
• Collaborate with Knowledge and Operations teams to ensure AI workflows are supported by accurate and up‑to‑date content
• Performance Monitoring & Quality Management:
• Track and report on key performance indicators (containment, deflection, handle time, bot CSAT, etc.) using Sierra AI and Zendesk analytics to surface insights and drive improvements
• Analyze AI interactions to identify quality gaps, intent mismatches, and opportunities for retraining or optimization
• Develop and maintain dashboards or reports to share performance trends with Support Operations leadership
• Establish a quality review process for AI responses to ensure tone, clarity, and empathy align with brand standards
• Cross‑Functional Partnership &
  
  Collaboration:
  
  
• Partner with Product POCs, Support Operations, and Knowledge Management to design scalable, AI‑enabled solutions for emerging customer needs
• Partner with internal systems and tooling teams (Data, QA, and Engineering teams, etc.) to ensure AI and support technologies work cohesively to optimize the end‑to‑end agent and customer experience
• Work with frontline leaders to identify pain points and translate them into AI‑enabled improvements or workflow changes
• Support change management efforts as tasks transition from manual handling to AI‑assisted resolution
• Vendor & Platform Relationship Management:
• Maintain and grow the partnership with the AI platform’s Customer Success and Product teams—advocating for enhancements that support our customer experience vision
• Act as the primary operational liaison for AI‑related escalations, feature requests, and roadmap alignment
• Ensure the AI vendor’s performance and capabilities are regularly reviewed and optimized against business goals
• Operational Impact & Continuous Improvement:
• Drive measurable improvements in support cost efficiency, team productivity, and customer satisfaction through AI adoption
• Document and scale AI‑supported SOPs and automations across multiple contact types
• Promote adoption of AI tools internally, creating awareness and training programs for Support teams
• Stay informed on AI industry trends and emerging technologies relevant to support operations; proactively recommend opportunities for innovation
• Success Metrics:
• Increased AI containment rate and deflection from human support
• Improved customer satisfaction (CSAT/NPS) for AI‑assisted interactions
• Reduction in manual ticket volume for low/medium‑complexity contacts
• Faster resolution times across AI workflows
• Documented and scaled AI‑supported SOPs and automations
• Strengthened partnership with the AI platform team, resulting in product improvements aligned with business goals

• 5+ years in Customer Support Operations, QA, or…