CX Manager, AI Optimization

• 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
• 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
• Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a working knowledge of Large Language Models (LLMs) and their application in customer support.
• Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders while delivering scalable operational improvements.
• Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements.
• Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials.
• Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment.
• Experience with leading others in a Customer Service environment

• Experience with Zendesk AI (Ultimate AI and CoPilot), Salesforce AgentForce, AWS Connect, or similar AI-enabled customer support technologies.
• Experience with conversational design, chatbot administration, customer journey mapping, or product management methodologies.
• Experience evaluating and implementing third-party CX technologies, managing vendor relationships, and/or working within highly regulated industries such as gaming or financial services.

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements. #LI-REMOTE

Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Base pay is one part of the Total Rewards that Penn Interactive provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Penn Interactive provides best-in-class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.