Penninteractive
CX Manager, AI Optimization
Remote, United States
Sponsorship not specifiedDetected 7 days ago
AWSLLMsProduct ManagementProject ManagementSalesforceCustomer SupportZendeskProblem Solving
About the role
- PENN Entertainment, Inc. is North America's leading provider of integrated entertainment, sports content, and casino gaming experiences.
- We're always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products.
- Whether it's through Hollywood Casino, theScore Bet Sportsbook, or theScore media app, we're excited to push the boundaries of what's possible.
Responsibilities
- Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
- Analyze 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 optimization on their tasks and priorities.
- 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 organization.
Requirements
- 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
- 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
- Proficiency with customer support technologies, documentation systems, reporting tools, and project management platforms within a B2C environment.
- Experience with leading others in a Customer Service environment
Nice to have
- Experience with Zendesk AI (Ultimate AI and CoPilot), Salesforce AgentForce, AWS Connect, or similar AI-enabled customer support technologies.
- Experience with conversational design, chatbot administration, customer journey mapping, or product management methodologies.
- Experience evaluating and implementing third-party CX technologies, managing vendor relationships, and/or working within highly regulated industries such as gaming or financial
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This listing is sourced directly from Penninteractive's careers page and normalized into a canonical job model.