Job description

The CX Manager - AI Agents (Customer Experience & Conversational AI Operations) is responsible for overseeing and optimizing post-go-live customer experience operations for AI-powered conversational agents within an AI-driven customer experience technology environment. The role focuses on ensuring AI Agents deliver seamless, intelligent, and scalable customer support by managing daily CX operations, monitoring performance, and driving continuous improvement through structured feedback loops. The position acts as the primary CX owner during go-live and hypercare phases, collaborating with Implementation and Delivery teams while defining hypercare expectations with client CX leadership. The role involves overseeing AI agent integration into live CX workflows including queue management, routing, and escalation management, ensuring smooth interaction between automation and human intervention. The CX Manager monitors performance through conversation analysis and tracks CX metrics such as CSAT, containment vs escalation, complaint trends, and reopened cases, while identifying gaps in empathy, tone, and clarity. The role serves as a bridge between CX operations and LLM/AI tuning teams by compiling structured feedback for engineers and QA teams, prioritizing improvements, and validating enhancements. Additionally, the role develops training materials and supports enablement initiatives for CX teams, covering escalation protocols, conversation interpretation, and issue reporting. The CX Manager is responsible for producing performance reports, identifying new automation or co-pilot use cases, and collaborating with Solution Consultants and Sales teams to support expansion opportunities and CX case studies, while ensuring compliance, escalation accuracy, and continuous optimization of AI agent performance.