Manager, Customer Experience (Automation / AI)

Manager, Customer Experience (Automation / AI)

We are seeking a skilled and proactive Manager of Customer Experience (Automation / AI) to lead our customer experience team's AI / ML automation initiatives. This role is pivotal in enhancing customer service operations by implementing and managing automation solutions across multiple platforms. The ideal candidate will have a proven track record of managing automation projects in customer service or customer experience environments end to end, with 3-5 years of managerial experience.

Operational Strategy & Management

• Lead the development, implementation, and optimization of AI / ML automation initiatives across all CX channels to drive efficiency, consistency, and scalability.
• Develop and oversee automation strategies to improve customer journey efficiency and satisfaction.
• Drive measurable ROI by identifying, implementing, and optimizing automation solutions that reduce operational costs, increase efficiency, and enhance satisfaction, with responsibility for tracking and reporting automation ROI metrics.
• Manage and coordinate automation initiatives across various platforms, including chatbots, CRM automation, and self-service tools.
• Lead and mentor a team of automation specialists, providing guidance, training, and performance management.
• Monitor, analyze, and report on formalized automation performance metrics, making continuous improvements.
• Ensure compliance with FIGS data security and privacy standards for all automation solutions.
• Stay current with industry trends and emerging AI technologies in customer experience automation.

Metrics & Reporting

Leadership & Accountability

What You'll Bring

Bonus Points For :

FIGS Compensation and Benefits

Pay Range : At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $75,000 and $105,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience.

Additional Compensation and Benefits : Equity : FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan

A little bit about us FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry's category-defining healthcare apparel and lifestyle brand. Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.