This job has expired

This position was posted on December 28, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!

AI Self-Serve Experience Manager

7shifts Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end AI self-serve roadmap for 7shifts’ Service Experience team, translating high-level vision into weekly sprints that measurably reduce ticket volume and improve CSAT.
• Act as the primary steward of our AI bot’s performance: monitor conversation-level KPIs (deflection rate, resolution accuracy, CSAT, escalation rate) and run weekly experiments to lift each metric by at least 5 % month-over-month.
• Curate and continuously refine the bot’s knowledge base—partner with Product, Engineering, and Marketing to harvest new release notes, help-center articles, and edge-case FAQs so the AI always speaks with the freshest, most accurate voice.
• Design and deliver role-specific enablement for 50+ CSRs and Team Leads: create bite-sized micro-learning modules, shadowing rotations, and certification paths that turn hesitant agents into confident “bot leads” and “AI coaches” within 90 days.
• Lead change-management rituals—weekly show-and-tell demos, retros, and feedback loops—that celebrate early wins, surface resistance, and keep adoption momentum high across a fully remote workforce spanning four time zones.
• Build a closed-loop feedback system: tag and categorize every bot-to-human escalation, feed insights back to Engineering for model retraining, and publish a monthly “Voice of the Customer” digest that influences product roadmap priorities.
• Partner with Data & Analytics to instrument new dashboards that visualize bot ROI (hours saved, cost per contact, agent productivity lift) and present findings to the Executive team each quarter.
• Pilot next-gen AI features—intent-based routing, proactive surfacing of knowledge snippets, sentiment-driven escalation triggers—in sandbox environments, then scale the winners to 100 % of customer traffic with zero downtime.
• Champion a culture of experimentation: maintain an A/B testing backlog, run statistical significance checks, and socialize results so every stakeholder understands what “good” looks like for AI in customer support.
• Serve as the human-centric conscience of our AI strategy; ensure accessibility, inclusivity, and brand tone are never compromised as automation increases.
• Mentor two junior AI Ops analysts, providing weekly 1:1 coaching, career-path guidance, and hands-on project leadership that prepares them for future Sr. roles.
• Collaborate cross-functionally with Product Marketing to craft customer-facing communications that transparently explain where and how AI is helping them, turning potential skepticism into trust and delight.
• Own vendor relationships with our NLP platform and annotation partners—negotiate SLAs, manage renewals, and push for roadmap features that give 7shifts a competitive edge.
• Establish governance policies for responsible AI usage, including data-privacy guardrails, bias monitoring, and fallback procedures that guarantee a seamless human takeover when needed.
• Deliver quarterly business reviews to the Director, Support, highlighting strategic wins, resource needs, and next-quarter OKRs that align AI initiatives with company-wide growth targets.

🎯 Requirements

• 3+ years managing AI chatbots or virtual assistants in a high-volume SaaS support environment (Zendesk Answer Bot, Intercom Resolution Bot, or equivalent).
• Demonstrated success driving measurable self-serve deflection (≥20 %) while maintaining or improving CSAT.
• Strong change-management track record—experience rolling out new tools to 50+ frontline agents with documented adoption and satisfaction metrics.
• Proficiency in SQL or similar to query support data and build your own dashboards (Tableau, Looker, or Mode preferred).
• Nice-to-have: Certification in conversational design (CDI, Voiceflow, or Rasa), and experience with Python for lightweight data scripting.

🏖️ Benefits

• Fully remote-first culture with a $1,500 home-office stipend and monthly Wi-Fi reimbursement.
• 4-day work-week pilot for Q3 & Q4—earn 100 % pay for 80 % time once team KPIs are met.
• Annual $2,000 professional-development budget that can be used for AI conferences, courses, or coaching.
• Stock-option program with a 4-year vesting schedule and a 1-year cliff, plus transparent equity refreshers.

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

7shifts Inc.

Visit Website

About 7shifts Inc.

7shifts provides cloud-based labor management software for restaurants. The platform integrates scheduling, time-clocking, communication, and payroll tools, enabling multi-unit operators to forecast labor demand, control costs, and maintain compliance. Founded in 2014, the company delivers mobile-first workflows that let managers build schedules, track attendance, and engage staff while syncing data with point-of-sale and payroll systems. Features include demand forecasting, tip pooling, task management, and AI-driven analytics, serving quick-service, fast-casual, and full-service brands across North America, Australia, and Europe.

View Company Profile