Senior Director, Customer Service AI Product

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort Summary Drive AI-powered product development within Customer Experience, collaborating with engineering, data, and operations teams to launch solutions that improve CSAT, reduce handle time, and deflect contacts. Define strategy, ship high-impact features, and continuously optimize through data, testing, and customer feedback. Responsibilities Define and own the roadmap for Customer Service/Experience Product-AI across chat, voice, email, and self-service to increase customer satisfaction and reduce contact volume Translate customer journeys and voice-of-customer insights into detailed product requirements and user stories for AI features that lower average handle time and improve first-contact resolution Partner with engineering and data science to design, build, and launch LLM/NLP-powered solutions with clear acceptance criteria, model performance targets, and safety guardrails Instrument analytics, establish KPIs, and implement A/B tests to quantify impact on CSAT, FCR, AHT, and ticket deflection Integrate AI features with CRM and contact center platforms to create seamless agent and customer experiences Establish responsible AI standards for privacy, safety, and content quality; document policies to protect customer data and maintain trust Build feedback loops and annotation processes to continuously improve model quality; monitor error rates and iterate on training data and prompts Collaborate with customer care, retail, eCommerce, and operations teams to align releases with service goals and peak seasons Create product documentation, release notes, and enablement materials to drive adoption and measurable business outcomes Drive continuous improvement by prioritizing features that improve quality, reduce costs, and strengthen customer loyalty Qualifications Required Education: Bachelor's degree in Computer Science, Data Science, Engineering, Information Systems, Human-Computer Interaction, Business, or related field, or equivalent practical experience. Experience 5+ years of product management or equivalent experience delivering customer-facing digital products 2+ years building AI-powered customer service or customer experience capabilities Proven ability to ship conversational AI, agent-assist, or intelligent routing features in production Experience mapping customer journeys and writing user stories with acceptance criteria tied to service outcomes Ability to query and analyze data (SQL or BI tools) to size opportunities, diagnose performance, and communicate insights Strong communication and collaboration skills to translate technical concepts and align stakeholders Demonstrated commitment to responsible AI, privacy, and safety in customer interactions Track record of continuous improvement and iterative delivery that measurably improves quality and reduces service costs Working knowledge of machine learning, NLP, and large language models; ability to evaluate models using intent accuracy, resolution rate, and precision/recall metrics Experience with conversational AI platforms (Google Dialogflow, Amazon Lex, or Azure Bot Service) Familiarity with cloud AI services (Azure OpenAI, Amazon Bedrock, or Google Vertex AI) for prototyping, fine-tuning, and deploying models Proficiency with product analytics, data querying (SQL), and BI tools (Power BI or Tableau) Experience integrating with CRM and contact center technologies (Salesforce Service Cloud, Zendesk, Genesys, or Five9) using APIs and webhooks Comfort working in Agile environments using Jira and Confluence; familiarity with feature flagging and experimentation platforms (LaunchDarkly or Optimizely) Additional Qualifications, Preferred Advanced skill in conversation design and prompt engineering for LLM applications; experience with retrieval-augmented generation Experience in omnichannel customer service and contact center operations, including IVR, workforce management, and knowledge base governance Background in retail or eCommerce customer support with familiarity in seasonal volume patterns, delivery issues, and returns/exchanges Experience deploying AI features on Azure, AWS, or Google Cloud and applying MLOps practices Strong facilitation skills to lead discovery, usability testing, and agent feedback sessions Certifications Certified Scrum Product Owner (CSPO) AIPMM Product Management certification Azure AI Engineer Associate Google Professional Machine Learning Engineer Work Environment This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment such as safety glasses and steel-toed boots. The fast‑paced environment involves time‑sensitive and safety‑sensitive operations and may include various shift schedules to support production and distribution needs. Benefits We Offer Health, Dental, Vision, Employee Assistance Program Paid Time Off; increases with years of service Generous Employee Discount on home furnishings Professional Development Opportunities Tuition Assistance Ashley Wellness Centers (location specific) 401(k) and Profit Sharing Life Insurance Notice to Search Firms and Sponsorship We are an Equal Opportunity Employer and provide a drug‑free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises. Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future. #J-18808-Ljbffr Ashley Furniture Industries