CX Knowledge Base & Conversational AI Manager

Own the end-to-end performance of Ashley Digital's AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy across all AI workflows. Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring every interaction feels natural, helpful, and true to the Ashley Digital brand. Balance automation with customer experience by determining when AI should resolve customer needs independently and when human support delivers the best outcome. Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, resolution quality, and overall customer experience. Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV to identify optimization opportunities and prioritize the roadmap. Build and maintain a continuous improvement framework by leveraging customer sentiment, QA findings, conversation analytics, operational data, and experimentation to optimize AI performance and customer outcomes. Conduct recurring conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps, translating insights into actionable improvements. Partner closely with Customer Support, Product, Engineering, QA, Operations, CRM, Legal, and Brand teams to align AI experiences with evolving customer needs, business priorities, and operational processes. Own and maintain the enterprise knowledge base, ensuring it serves as the trusted source of truth for both AI and human support. Establish scalable knowledge management practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards that keep information accurate, AI-ready, and easy to maintain. Continuously improve the knowledge base using conversation insights, customer feedback, and operational changes to ensure content remains current, relevant, and effective. Communicate performance trends, business impact, and strategic recommendations to stakeholders through clear reporting, dashboards, and data-driven insights.