CXO Senior AI Automation Specialist

About the role

Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries. We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations.

Responsibilities

• Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows.
• Deploy standardized automations across Slack and Salesforce at scale.
• Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems.
• Review DevRev/Cresta transcripts to ensure bots are behaving as expected.
• Give leaders self-serve access to data and insights.
• Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES).
• Detect escalation patterns and repeat contacts that nobody is connecting the dots on.
• Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale.
• Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved.
• Design escalation patterns so the system knows when to surface to a human.
• Partner with the data team on structured data layers that keep AI outputs trustworthy.
• Productize what works so it scales across the org.

Requirements

We're looking for someone who is passionate about building cutting-edge solutions and driving innovation within a fast-paced, ever-changing environment. You should have experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems), data modeling or analytics background (dbt, Redshift, Trino), and experience building tools for non-technical end users.

Qualifications

Commensurate with experience.

Skills

Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems)

Data modeling or analytics background (dbt, Redshift, Trino)

Experience building tools for non-technical end users

Benefits

Our benefits and perks include: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP), HSA & FSA accounts, life insurance, long & short-term disability coverage, employee assistance program (EAP), 11+ observed holidays and wellness days and flexible time off, employee stock purchase program with employee discounts, wellness & fitness initiatives, employee recognition and referral programs, and much more.

Pay

$117,400—$146,800 USD (Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County)

$105,600—$132,000 USD (Zone 2- CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts)

$99,800—$124,700 USD (Zone 3 -Utah (includes Utah office), Houston TX, Florida, North Carolina)

Schedule

Full-time