CX AI Optimization Partner

Essential Job Duties

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

About Us

• We are building a people intelligence platform that transforms HR and sets people free to do great work!
• We are 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.