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

• Support the design, management and implementation of comprehensive automation reporting, providing actionable insights and strategic recommendations to executive leadership.
• Utilize data analytics to identify areas for improvement and to quantify the impact of CX automation initiatives.

Leadership & Accountability

• Provide strategic leadership, establishing clear goals, accountability measures, and performance standards for the team.
• Foster a customer-centric culture by enhancing customer interactions and driving team efficiency and success.
• Lead, develop, and mentor a diverse, remote, and global CX team, fostering growth and high performance.

What You'll Bring

• 3-5 years experience in AI/ML automation within customer service or customer experience teams
• 3-5 years experience managing diverse, global, remote teams
• Demonstrated experience managing complex AI automation projects across multiple platforms
• Strong understanding of customer service processes and customer journey optimization
• Strategic vision with the ability to oversee multiple initiatives, drive cross-functional collaboration and spearhead change management processes
• Proficiency with AI/ML automation tools and CRM platforms (e.g., Siena, Ada, Zendesk, HubSpot, Genesys, Gladly etc.)
• Excellent leadership, strategic thinking, problem-solving skills
• Exceptional communication and stakeholder management capabilities
• Proven leadership experience in customer experience, operations, or related fields
• Deep understanding of SLAs, CSAT, NPS, and advanced analytics reporting
• Familiarity with multiple CX software tools (e.g., Delighted, Qualtrics, Medallia), and reporting tools (Looker, Tableau, Excel)
• Skilled in data-driven decision making, workflow design, and process automation

Bonus Points For:

• Experience with Artificial Intelligence and Machine Learning applications in customer support.
• Knowledge of scripting and programming languages is a plus.

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

• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

*Benefits eligibility is determined by hour requirements and length of service

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.