Manager, AI & Automation, Customer Experience

Manager, AI & Automation, Customer Experience

We're seeking a Manager, AI & Automation, Customer Experience to lead conversational AI and automation initiatives within Customer Experience. You'll build AI Agent flows that resolve customer inquiries while delivering accurate, on-brand responses across all touchpoints, design workflows that eliminate manual work. This is perfect for someone who thrives at the intersection of AI technology and Customer Experience, loves data-driven optimization, and wants to significantly impact both customer satisfaction and operational efficiency. This role will report into VP of Customer Experience.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.

In This Role, You Will :

• Build and optimize AI Agent flows across channels (email, chat, voice, SMS, site) to resolve inquiries while maintaining brand voice and accuracy
• Design automation workflows throughout our CX tech stackticket triage, order lookups, returns / exchanges
• Partner cross-functionally to centralize knowledge bases as the single source of truth for accurate product and brand information
• Monitor and optimize AI performance using accuracy, resolution, and satisfaction metrics
• Establish QA programs to assess AI success across all customer-facing interactions
• Create clear reporting to demonstrate ROI and business impact of AI initiatives

We're Looking For Someone Who :

Approach to the role :

A bit about us...

At Grns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.

Like you, we were disappointed. There's an infinite number of "nutrition" companies, all focused on what's best for them not what's best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We've seen it all.

So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grns is comprehensive nutrition, made convenient and delicious.

What we care about...

Autonomy : Only the best work at Grns. We're all confident, independent leaders. We are proactive. We find opportunities for improvement. Don't ask; just do. When our actions impact other areas of the organization, we communicate with those functional leaders to ensure connectivity.

Growth : We love to take on new challenges, learn new things, and express interest in new functions. "I've never done this before" is not an excuse; it's an opportunity.

Community : We care deeply about each other. We're good humans and provide support wherever we can. We care, not just professionally but personally as well.

Compensation & Perks :

For every role, we aim to have highly competitive compensation and opportunity for impact and career growth.

Everyone at Grns works hard, but we believe in wellness and balance too. We have super strong benefits coverage for you and your family, generous PTO, free Grns subscriptions, and a few more perks centered around health and well-being that we can't wait to tell you about!