Sr Manager of AI Strategy Customer Experience

Public Storage is seeking an AI Business Manager to drive the strategy, implementation, and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution — partnering closely with IT, Customer Service teams, Marketing, and Field Operations to deliver AI solutions that enhance customer satisfaction, drive revenue growth, and improve operational efficiency.

You’ll play a key role in connecting technical teams and business stakeholders, gathering feedback from frontline users, advocating for customer needs, and driving iterative improvements to AI systems. This role requires a test‑and‑evolve mindset — someone who thrives on experimentation, learns from data, and isn’t afraid to pivot based on real-world results.

• Lead business-side AI initiatives from concept through deployment and ongoing optimization
• Partner with IT to translate business requirements into technical specifications and guide AI design decisions
• Collaborate with Customer Service teams to understand agent pain points, gather feedback on AI performance, and identify opportunities for automation or enhancement
• Work with Marketing to ensure AI interactions align with brand voice, campaign messaging, and customer acquisition strategies
• Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows
• Define business requirements, success metrics, and ROI models for AI projects
• Act as the central point of coordination across departments to ensure alignment and shared ownership

• Establish feedback loops with Customer Service agents, supervisors, and Field teams to assess AI effectiveness
• Conduct regular listening sessions, surveys, and usage analysis to identify friction points and improvement opportunities
• Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and drive action plans
• Champion a test‑and‑learn culture — design A/B tests, pilot programs, and experiments to validate hypotheses
• Rapidly iterate on AI experiences based on customer behavior, agent input, and business outcomes
• Translate qualitative feedback into actionable requirements for IT and vendor partners

• Present AI strategy, progress, and recommendations to executive leadership with clarity and confidence
• Build cross‑functional buy‑in from Operations, Care Center, Marketing, and Field teams
• Act as the "voice of the business" in technical discussions — ensuring solutions align with customer and employee needs
• Influence skeptics and champions alike to embrace AI as a strategic enabler
• Facilitate workshops, training sessions, and change management efforts across all partner teams

• Analyze customer journey pain points and identify AI‑driven solutions
• Design and recommend improvements to AI interactions based on customer feedback, behavioral data, and frontline insights
• Ensure AI solutions enhance — not replace — the human touch in critical moments
• Balance automation efficiency with empathy and brand consistency
• Advocate for the customer in every design decision and trade‑off discussion

• Evaluate AI design options and trade‑offs (cost, complexity, customer impact, scalability)
• Provide guidance on testing approaches, success criteria, and rollout strategies
• Track KPIs, report on business impact, and recommend course corrections
• Stay current on AI trends, competitive landscape, and emerging technologies

• 7+ years in business operations, customer experience, or strategy roles
• Proven track record supporting or leading AI implementation projects from the business side (not IT/engineering)
• Experience partnering with IT, Customer Service, Marketing, and Operations teams to deliver technology solutions
• Demonstrated ability to gather feedback from diverse stakeholders and translate it into actionable improvements
• Strong understanding of both business strategy and technical concepts — can translate between the two…