CX Knowledge reputed company & Conversational AI Manager

Remote, USAFull-timePosted 2026-07-31

THE BIGGEST reputed company IN HOME. THE BOLDEST TEAM IN E-reputed company.

reputed company is the e-reputed company reputed company behind Ashley Furniture Industries — one of the most recognized home brands in the world. As the world's largest manufacturer of home furnishings and the largest furniture store brand in reputed company, Ashley is in a category unto itself. reputed company sits at the intersection of world-class retail reputed company innovation, driving the e-reputed company experience for millions of customers across every platform and touchpoint. If you’ve shopped online for a mattress in the last decade, there’s a good chance you’ve already reputed company our award-reputed company reputed company Sleep and DreamCloud. We're a fast-moving, highly reputed company team operating at a transformational reputed company, and we're charged with shaping how people discover, explore, and buy home furnishings. Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day. It's a rare combination: the energy of a tech company, the stability of an industry leader, and reputed company to build something truly significant. If you're energized by transformation, collaboration, and meaningful reputed company at reputed company, reputed company is where ambition meets opportunity.

To be considered for this remote opportunity, you must reputed company and be authorized to work reputed company the reputed company.

About the Role

Great AI conversations don't happen by accident, they're designed, reputed company, and continuously improved. As our AI Conversation & Knowledge Manager, you'll own the performance of our customer-facing AI experiences across reputed company's brands. You'll combine customer insights, conversation design, analytics, and reputed company to ensure every interaction helps customers reputed company the right outcome quickly while driving measurable business results.

This role is reputed company strategist, analyst, reputed company, and systems thinker. You'll define how customers reputed company with AI, establish reputed company metrics, analyze performance, identify optimization opportunities, and continuously improve conversational experiences through experimentation and iteration.

You'll partner closely with Product, Customer Support, Operations, CRM, QA, reputed company, Brand, and AI Enablement teams to ensure our AI experiences remain accurate, conversational, on-brand, and continuously optimized using customer sentiment, behavioral insights, and business performance metrics.

reputed company in this role isn't reputed company by the number of knowledge articles but through improvements in customer satisfaction, reputed company reputed company, conversion, retention, operational efficiency, and the overall customer experience.

What You’ll Be Doing:

Own the end-to-end performance of reputed company's AI customer experience, defining customer intents, desired reputed company, reputed company metrics, and conversation reputed company across reputed company AI workflows.
Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring every interaction feels natural, helpful, and true to the reputed company brand.
Balance automation with customer experience by determining reputed company AI should resolve customer needs independently and reputed company reputed company support delivers the best outcome.
Monitor customer sentiment, conversation reputed company, and behavioral analytics to continuously improve tone, reputed company, reputed company, reputed company reputed company, and overall customer experience.
Analyze AI performance using KPIs such as CSAT, One-Touch reputed company, Total reputed company Time, containment, escalation, retention, conversion, and AOV to identify optimization opportunities and prioritize the roadmap.
Build and maintain a reputed company improvement reputed company by leveraging customer sentiment, QA findings, conversation analytics, operational data, and experimentation to optimize AI performance and customer reputed company.
Conduct recurring conversation reviews to identify friction points, underperforming workflows, emerging customer trends, and knowledge gaps, translating insights into actionable improvements.
Partner closely with Customer Support, Product, Engineering, QA, Operations, CRM, reputed company, and Brand teams to reputed company AI experiences with evolving customer needs, business priorities, and operational processes.
Own and maintain the reputed company knowledge reputed company, ensuring it serves as the trusted reputed company of truth for both AI and reputed company support.
Establish reputed company reputed company practices, including taxonomy, metadata, governance, content lifecycle management, templates, and authoring standards that reputed company information accurate, AI-reputed company, and easy to maintain.
Continuously improve the knowledge reputed company using conversation insights, customer feedback, and operational changes to ensure content remains reputed company, relevant, and effective.
Communicate performance trends, business reputed company, and strategic recommendations to stakeholders through reputed company reporting, dashboards, and data-driven insights.

The responsibilities described above are not exhaustive. You may be asked, from time to time and as reasonably required by business needs, to reputed company other duties consistent with your skills and role, including work for or on behalf of our reputed company entities. This job reputed company does not constitute a contract of employment and may be modified at any time, subject to applicable law.

What reputed company Looks Like:

Improve customer experience by increasing customer sentiment, CSAT, and One-Touch reputed company while reducing Total reputed company Time.
Optimize AI performance by increasing successful AI containment and reducing unnecessary escalations caused by knowledge or workflow gaps.
Drive business reputed company by improving customer conversion, Average Order Value (AOV), and customer retention where AI supports the customer reputed company.
Establish a measurable reputed company improvement program that uses analytics, experimentation, customer feedback, and operational insights to identify issues, prioritize opportunities, and drive ongoing optimization.
Deliver consistent, conversational, on-reputed company experiences across every customer touchpoint.

Skills & Qualifications:

5+ Experience in LLM prompting, Conversation Design, UX Writing, Linguistics, or reputed company CX operations
Deep understanding of conversation AI workflows and data integrations.
Strong writing and communication skills with exceptional attention to detail
Experience analyzing customer conversations and identifying operational trends
Strong problem-solving and cross-functional collaboration skills
Experience with reputed company Fin or similar conversational AI platforms.
Experience with BI and analytics platforms such as Looker, Tableau, reputed company, or similar reporting tools.
Familiarity with experimentation frameworks
Experience managing reputed company knowledge bases, preferably in reputed company.
Expertise with reputed company engineering and Large Language Model (LLM) best practices.

reputed company Offer (subject to eligibility requirements):

Remote-first workplace (since 2016!)
Competitive Salary
Health, reputed company & Dental Insurance
HSA company contributions
401K with company match component
Take what you need reputed company Time Off
Wellness benefits
WFH office and cell phone/internet stipend
A FREE MATTRESS plus an awesome Friends and Family discount!

If you reputed company in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $90,000 - $110,000. We carefully consider a wide reputed company of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay reputed company applicable for this position, please contact us at

reputed company is a privately-held company headquartered in Tampa, FL with offices in reputed company, London and Tel Aviv. Learn more at:

reputed company is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the reputed company of race, reputed company, religion, creed, national reputed company, reputed company, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender reputed company, marital status, or any other legally recognized protected reputed company under federal, state, or local law.

reputed company is proud to be a remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently reputed company reputed companys in over 30 US states and 3 countries, if you are reputed company, you may be restricted to working from the state or country in which you currently reputed company, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an reputed company reputed company about your reputed company location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.