CX Manager, AI Optimization
Penn Interactive is seeking a CX Manager, AI Optimization to lead the evolution of the customer support experience through AI, automation, knowledge management, and platform optimisation. The role involves owning the strategy and execution of support technologies, including Zendesk and AI-powered tools, while identifying opportunities to streamline operations and improve self-service capabilities.
Working cross-functionally with Product, Operations, and other business partners, the successful candidate will drive scalable solutions and optimise support workflows. The position ensures that the knowledge ecosystem remains aligned with evolving products and customer needs, ultimately empowering both customers and support agents.
- Lead the strategy, implementation, and ongoing optimisation of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption.
- Administer and optimise the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
- Analyse customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences.
- Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement.
- Support and guide team members contributing to AI bot improvement and optimisation on their tasks and priorities.
- Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies.
- Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence.
- Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organisation.
- 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field (required).
- 2+ years of experience administering and optimising customer support platforms, including configuring workflows, automations, and support technologies (required).
- Experience implementing or managing AI-powered customer support solutions, including chatbots, agent-assist tools, workflow automation, and knowledge recommendation systems, with a working knowledge of Large Language Models (LLMs) and their application in customer support (required).
- Proven ability to lead cross-functional initiatives, manage competing priorities, and influence stakeholders while delivering scalable operational improvements (required).
- Strong analytical, technical, and problem-solving skills, with experience leveraging customer feedback, operational metrics, and reporting to identify opportunities and drive measurable improvements (required).
- Demonstrated experience creating and maintaining operational documentation, including Standard Operating Procedures (SOPs), internal knowledge bases, customer-facing Help Centers, and training materials (required).
- Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment (required).
- Experience with leading others in a Customer Service environment (required).
- Experience with Zendesk AI (Ultimate AI and CoPilot), Salesforce AgentForce, AWS Connect, or similar AI-enabled customer support technologies (nice-to-have).
- Experience with conversational design, chatbot administration, customer journey mapping, or product management methodologies (nice-to-have).
- Experience evaluating and implementing third-party CX technologies, managing vendor relationships, and/or working within highly regulated industries such as gaming or financial services (nice-to-have).
- Competitive compensation package
- Fun, relaxed work environment
- Education and conference reimbursements
Penn Interactive is the online gaming arm of PENN Entertainment, one of the largest regional casino operators in the United States. Headquartered in Philadelphia, it runs PENN's digital sports betting and online casino products, including theScore Bet and the Hollywood Casino online brands. The business previously operated the ESPN Bet sportsbook under a partnership with ESPN, which ended in late 2025. Penn Interactive combines proprietary technology - including theScore media platform - with PENN's nationwide casino network across North America.