CX AI Optimization Partner

Job Description

Job Description

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

AI at BambooHR
At BambooHR, we're all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We're leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

Essential Job Duties

We're looking for a CX Digital Optimization Analyst to help improve the quality, reliability, and effectiveness of BambooHR's AI-assisted service experiences. This role will serve as a key partner across Customer Experience, Product, Engineering, Knowledge Management, and Operations teams to identify performance issues, validate improvements, and ensure our AI experiences continue to evolve alongside customer needs.

BambooHR is building an AI-forward operating model where innovation, experimentation, and continuous improvement are core expectations. Employees are expected to actively leverage AI tools and emerging technologies to improve efficiency, decision-making, customer outcomes, and business performance while maintaining sound judgment and accountability.

You will:

Diagnose and Improve AI Experiences

• Evaluate AI-assisted service experiences to identify recurring performance issues and customer friction points.
• Investigate issues such as misrouting, incorrect escalations, weak retrieval, poor grounding, low-confidence responses, and hallucination risks.
• Perform root cause analysis and translate findings into actionable recommendations.
• Partner with technical and business stakeholders to improve AI behavior and customer outcomes.

Lead Testing and Validation Efforts

• Develop and execute test plans for prompt changes, routing updates, retrieval improvements, and new AI capabilities.
• Validate expected versus actual behavior before production releases.
• Identify risks, document findings, and recommend improvements.
• Support release readiness efforts and help reduce avoidable regressions.

Drive Experimentation and Continuous Improvement

• Support pilots, A/B tests, and iterative rollouts of AI capabilities.
• Define hypotheses, success criteria, and measurement approaches.
• Analyze results and provide recommendations for scaling, adjusting, or retiring solutions.
• Ensure decisions are informed by both customer outcomes and business impact.

Translate Technical Insights into Business Action

• Communicate AI performance issues in ways that resonate with technical and non-technical audiences.
• Create structured recommendations, issue summaries, and performance narratives.
• Help stakeholders understand tradeoffs, risks, and opportunities.
• Influence prioritization decisions through evidence-based recommendations.

Improve Customer Journeys Through AI

• Partner with service design, journey management, and knowledge teams to ensure AI experiences align with customer needs and intended service outcomes.
• Help optimize escalation paths and self-service strategies.
• Identify opportunities to reduce customer effort while improving resolution quality.

Monitor Performance and Emerging Risks

• Track key performance indicators such as containment, digital resolution, customer sentiment, escalation trends, and AI accuracy signals.
• Identify emerging issues early and recommend mitigation strategies.
• Provide clear context around what changed, why it matters, and what should happen next.

AI Fluency and Agility

• Actively leverage AI tools to improve workflows, analysis, and decision-making.
• Stay informed on evolving AI technologies, trends, and best practices.
• Help BambooHR continuously improve how AI is used to support customers and employees.

What You Need to Get the Job Done

• 5+ years of experience in customer experience operations, digital support, systems optimization, product operations, service design operations, technical program management, analytics, or a related field.
• Experience diagnosing complex system behaviors and driving measurable improvements through influence and cross-functional partnership.
• Working knowledge of AI-assisted support systems, including prompt behavior, retrieval and grounding concepts, routing logic, escalation patterns, and common AI failure modes.
• Experience evaluating AI systems, chatbots, virtual assistants, or automated workflows in production or production-like environments.
• Experience designing and supporting testing efforts, pilots, experiments, A/B testing, or iterative rollouts.
• Strong analytical and problem-solving skills with the ability to connect technical findings to customer and business outcomes.
• Excellent written and verbal communication skills.
• Strong stakeholder management and cross-functional collaboration abilities.
• Ability to operate effectively in ambiguity and influence without direct authority.
• Bachelor's degree or equivalent practical experience.

What Will Make Us REALLY Love You

• Experience working directly with conversational AI, chatbot optimization, agent-assist tools, or AI evaluation platforms.
• Familiarity with retrieval-augmented generation (RAG), prompt optimization, grounding techniques, or AI quality evaluation practices.
• Experience with knowledge management, content architecture, taxonomy design, tagging strategies, or retrieval optimization.
• Experience partnering with AI, Machine Learning, Data Science, Product, or Engineering teams.
• Experience using customer journey analytics, behavioral insights, or operational performance data to drive decisions.
• Experience working within SaaS, technology, e-commerce, or digital service environments.
• Strong systems-thinking mindset and natural curiosity about how complex systems behave.
• Experience communicating technical concepts to executive and non-technical audiences.
• Demonstrated passion for AI and emerging technologies, including hands-on experimentation and learning.

What You'll Love About Us

• A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
• Comprehensive health, life, and disability insurance
• Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace
• Check out all our benefits that benefit you

About Us

At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective.

We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office.

What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you.

BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.

BambooHR is An Equal Opportunity Employer--M/F/D/V
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