CX Technology Lead – Self Service, AI & Automation
Skills
- Deep experience with self-service platforms and chatbot/virtual agent technologies
- Hands-on knowledge of conversational AI, RPA, and knowledge management systems
- Strong ability to connect strategy to delivery and operate at both strategic and tactical levels
- Data-driven approach to measure outcomes (NPS, CSAT, containment, resolution time)
- Excellent cross-functional communication and stakeholder management
Responsibilities
- Define vision and roadmap for consumer self-service journeys (virtual agents, interactive troubleshooting, automated registration/warranty).
- Design and deliver agent assist capabilities including real-time suggested responses, instant knowledge retrieval, call summarization, and next-best-action recommendations.
- Automate repetitive back-office tasks (refunds, replacements, routing) to improve efficiency and reduce manual work.
- Apply a Track–Evaluate–Design–Build–Release–Learn cycle for continuous, iterative improvements measured in days and weeks.
- Collaborate with Global Digital Technology, operations, training, and development teams to embed solutions and drive adoption.
- Create dashboards and metrics to monitor effort, NPS, CSAT, containment, resolution times, and escalation rates.
- Influence senior leadership using data and real-world examples to demonstrate impact and secure alignment.
Education
- Bachelor’s degree in a related field or equivalent practical experience
- Advanced degree (MS, MBA) preferred but not required
- Relevant certifications in AI, automation, or product/UX disciplines are a plus
Benefits
- Competitive health insurance
- Retirement plans
- Paid time off
- Employee stock purchase options
- Wellness programs
- SharkNinja product discounts
- High-impact learning and development programs
- Diversity, equity, and inclusion initiatives
Average salary estimate
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