Sr Manager of AI Strategy & Customer Experience

Sr Manager of AI Strategy & Customer Experience

Public Storage is seeking an AI Business Manager to drive the strategy, implementation, and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution partnering closely with IT, Customer Service teams, Marketing, and Field Operations to deliver AI solutions that enhance customer satisfaction, drive revenue growth, and improve operational efficiency.

You'll play a key role in connecting technical teams and business stakeholders, gathering feedback from frontline users, advocating for customer needs, and driving iterative improvements to AI systems. This role requires a test-and-evolve mindset someone who thrives on experimentation, learns from data, and isn't afraid to pivot based on real-world results.

What You'll Do

• Lead business-side AI initiatives from concept through deployment and ongoing optimization
• Partner with IT to translate business requirements into technical specifications and guide AI design decisions
• Collaborate with Customer Service teams to understand agent pain points, gather feedback on AI performance, and identify opportunities for automation or enhancement
• Work with Marketing to ensure AI interactions align with brand voice, campaign messaging, and customer acquisition strategies
• Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows
• Define business requirements, success metrics, and ROI models for AI projects
• Act as the central point of coordination across departments to ensure alignment and shared ownership

Feedback Collection & Continuous Improvement

• Establish feedback loops with Customer Service agents, supervisors, and Field teams to assess AI effectiveness
• Conduct regular listening sessions, surveys, and usage analysis to identify friction points and improvement opportunities
• Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and drive action plans
• Champion a test-and-learn culture design A/B tests, pilot programs, and experiments to validate hypotheses
• Rapidly iterate on AI experiences based on customer behavior, agent input, and business outcomes
• Translate qualitative feedback into actionable requirements for IT and vendor partners

Stakeholder Management & Influence

• Present AI strategy, progress, and recommendations to executive leadership with clarity and confidence
• Build cross-functional buy-in from Operations, Care Center, Marketing, and Field teams
• Act as the "voice of the business" in technical discussions ensuring solutions align with customer and employee needs
• Influence skeptics and champions alike to embrace AI as a strategic enabler
• Facilitate workshops, training sessions, and change management efforts across all partner teams

Customer Experience Optimization

• Analyze customer journey pain points and identify AI-driven solutions
• Design and recommend improvements to AI interactions based on customer feedback, behavioral data, and frontline insights
• Ensure AI solutions enhance not replace the human touch in critical moments
• Balance automation efficiency with empathy and brand consistency
• Advocate for the customer in every design decision and trade-off discussion

Business Analysis & Strategic Guidance

• Evaluate AI design options and trade-offs (cost, complexity, customer impact, scalability)
• Provide guidance on testing approaches, success criteria, and rollout strategies
• Track KPIs, report on business impact, and recommend course corrections
• Stay current on AI trends, competitive landscape, and emerging technologies

Qualifications

• 7+ years in business operations, customer experience, or strategy roles
• Proven track record supporting or leading AI implementation projects from the business side (not IT/engineering)
• Experience partnering with IT, Customer Service, Marketing, and Operations teams to deliver technology solutions
• Demonstrated ability to gather feedback from diverse stakeholders and translate it into actionable improvements
• Strong understanding of both business strategy and technical concepts can translate between the two fluently
• Demonstrated ability to present to executives with confidence, clarity, and credibility

Required Skills & Attributes

• Test-and-evolve mindset you embrace experimentation, learn from failure, and iterate quickly
• Collaborative bridge-builder you thrive in cross-functional environments and can rally diverse teams around shared goals
• Feedback-driven you actively seek input from frontline users and let data guide decisions
• Charismatic communicator who can influence, inspire, and build coalitions across departments
• Confident opinion-holder you're not afraid to challenge assumptions or advocate for the customer
• Analytically sharp comfortable with data, metrics, and making evidence-based recommendations
• Change agent mindset you thrive in ambiguity and can rally others around new ways of working
• Customer-obsessed you design with the end-user in mind, always

Preferred Experience

• Experience in customer service, contact center operations, or customer-facing technology
• Familiarity with AI tools (chatbots, NLP, virtual assistants, predictive analytics) from a user/business perspective
• Experience facilitating user acceptance testing (UAT) or pilot programs

Additional Information

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

**Sponsorship for Work Authorization is not available for this posting. Candidates must be authorized to work in the U.S. without restrictions or requiring sponsorship now or in the future. We do not provide training plans or support for F-1 OPT, STEM OPT extensions, or future visa sponsorship.**