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CX Knowledge Base & Conversational AI Manager

Ashley DigitalRemote (USA)552 Customer Success
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Salary
$90K - $110K USD
Job type
Full-time
Work mode
Remote
Posted
24 Jul 2026
Status
Open · checked 7d ago

About this role

Role Overview

The CX Knowledge Base & Conversational AI Manager at Ashley Digital is a remote position based in the United States that oversees the performance, design, and optimization of customer-facing AI and knowledge management systems. This role suits a strategic and analytical professional who wants to shape digital interactions for a major e-commerce home furnishings brand.

Key Responsibilities

Own the end-to-end performance of customer-facing AI experiences, establishing success metrics and conversation strategies across all AI workflows.
Design, test, and refine conversational experiences utilizing response logic, system instructions, and prompt engineering to align with the brand.
Determine the right balance between independent AI resolution and human support escalation.
Monitor customer sentiment, conversational quality, and behavioral analytics to improve tone, empathy, and clarity.
Analyze key performance indicators including CSAT, One-Touch Resolution, Total Resolution Time, containment, and conversion to prioritize the roadmap.
Build a continuous improvement framework leveraging quality assurance findings, operational data, and experimentation.
Conduct regular conversation reviews to spot friction points, knowledge gaps, and emerging trends.
Partner with cross-functional departments such as Product, Customer Support, Engineering, Legal, Operations, CRM, Brand, and QA.
Manage and maintain the enterprise knowledge base as the single source of truth for both human agents and AI.
Establish scalable knowledge management governance, taxonomy, metadata, and authoring standards.
Communicate performance metrics, dashboards, and strategic recommendations to relevant stakeholders.

Requirements

Five or more years of experience working in conversation design, LLM prompting, UX writing, linguistics, or related customer success operations.
Deep familiarity with conversational AI workflows, data integrations, and prompt engineering best practices.
Exceptional writing, communication, and detail-oriented skills.
Proven ability to analyze customer conversation data and recognize operational trends.
Strong problem-solving and cross-functional collaboration abilities.
Must reside and have authorization to work within the United States.

Skills and Tools

LLM prompting and Large Language Model best practices
Intercom Fin or comparable conversational AI platforms
Business intelligence and analytics software like Looker, Tableau, or Sigma
Enterprise knowledge base platforms, with a preference for Notion
Experimentation frameworks and customer sentiment analysis tools

Salary and Benefits

Annual salary range of $90,000 to $110,000 (USD)
Remote-first workplace environment
Comprehensive health, vision, and dental insurance plans
Health Savings Account company contributions
401(k) retirement plan with a company match component
Take what you need Paid Time Off policy
Wellness benefits alongside office and cell phone or internet stipends
A free mattress and an exclusive Friends and Family product discount

About the Company

Ashley Digital functions as the e-commerce engine behind Ashley Furniture Industries, recognized globally as a leading manufacturer and store brand for home furnishings. The company operates a collaborative, fast-moving team culture that merges the innovation and energy of a technology business with the stability of a major industry leader.

How to Apply

Interested candidates should visit the official Ashley Digital careers page or website to submit their application for consideration.

Skills and tech stack

LLM

Questions candidates ask

Is this position fully remote?

Yes, this is a remote role, though applicants must reside and maintain work authorization within the United States.

What is the salary range for the CX Knowledge Base & Conversational AI Manager?

The salary for this position ranges from $90,000 to $110,000 per year, depending on background, experience, qualifications, and geographic location.

What tools and platforms will I need experience with?

The role requires familiarity with tools like Intercom Fin or similar AI platforms, BI reporting platforms such as Looker or Tableau, and enterprise knowledge base tools like Notion.

What benefits are provided with this job?

Benefits include health, dental, and vision insurance, HSA contributions, a 401(k) with company match, flexible paid time off, wellness benefits, technology stipends, and a free mattress.

How many years of experience are required?

Candidates must have five or more years of experience in LLM prompting, conversation design, UX writing, linguistics, or related customer success operations.

Ready to apply?

The application is on the official Ashley Digital careers page.

Apply on company site