HoneyBook is a leading AI-powered business management platform designed to enhance service-based business owners' efficiency. As the CX AI Operations Lead, you'll drive technology and tooling that scale and automate customer care. Responsibilities include configuring and optimizing automation systems, designing automation flows, improving system performance through experiments, building digital experimentation infrastructure, tracking AI performance metrics, collaborating across teams, and contributing to customer feedback programs.
Responsibilities:
- Own configuration and optimization of CX automation systems, including AI bots and workflows.
- Design and implement automation flows with branching logic, fallback handling, etc.
- Run experiments to improve system performance and customer satisfaction.
- Build infrastructure for digital experimentation and reporting.
- Track and report key AI performance metrics.
- Collaborate with cross-functional teams on automation strategy and launches.
- Contribute to the Voice of the Customer program by identifying systemic issues.
Qualifications:
- 5+ years experience in CX tech, AI operations, or support automation, preferably in SaaS.
- Experience managing AI-powered tools like Intercom Fin in live support settings.
- Skill integrating AI tools into existing tech stacks and designing complex automated workflows.
- Proficiency in experimentation design, A/B testing, and performance analysis.
- Familiarity with large language models, prompt design, REST API, and JSON.
- Ability to read and understand code is a plus.
This is a hybrid role requiring 3 days a week at the San Francisco office.
