AI & Automation Specialist @ IPSY

As an AI & Automation Specialist at IPSY, you’ll play a key role in transforming how millions of members experience customer care. You’ll manage and optimize our AI-powered chatbot, ensuring conversations are accurate, seamless, and continually improving through data-driven insights. Working closely with cross-functional partners in Customer Support, Training, and Operations—as well as trusted vendors like Ada, Zendesk, and Medallia—you’ll design innovative automations that drive efficiency and elevate the member experience. This role is ideal for someone who thrives at the intersection of technology, analytics, and customer experience, with the autonomy to make a measurable impact from day one. 

This position reports to the AI & Automation Strategy Manager and can be fully remote in any of the 16 U.S. states where IPSY has an established business presence (see application for a list). 

What You’ll Be Doing:

• Monitor, test, and optimize the IPSY chatbot to improve resolution rates, reduce misclassifications, and enhance the overall member experience.
• Build, refine, and maintain conversational flows and playbooks, ensuring accuracy, clarity, and alignment with brand tone.
• Analyze chatbot performance data and customer feedback to identify opportunities for improvement and implement solutions.
• Collaborate with cross-functional teams and vendors (e.g., Ada, Zendesk, Medallia) to integrate, troubleshoot, and enhance automation capabilities.
• Develop and maintain documentation, SOPs, and QA processes for chatbot management and optimization.
• Create performance dashboards and track KPIs to measure automation ROI, cost savings, and efficiency gains.
• Contribute to IPSY’s long-term AI and automation strategy by researching, testing, and implementing innovative features.

What We Are Looking For:

• 2-4 years professional experience managing and optimizing AI-powered chatbots or automation tools in a customer support environment (Ada experience a plus).
• Strong understanding of customer service operations, workflows, and how automation integrates into CRM systems like Zendesk.
• Data analysis skills with the ability to translate performance metrics into actionable improvements and create clear dashboards.
• Experience developing SOPs, QA processes, and troubleshooting documentation for automation platforms.
• Excellent collaboration and communication skills, with the ability to work cross-functionally and partner with external vendors.
• Detail-oriented, organized, and adaptable to a fast-paced, evolving environment.
• Familiarity with subscription-based, e-commerce, or high-volume B2C businesses preferred.

Bonus if You Have:

• Hands-on experience with Ada chatbot platform, Medallia, or other customer feedback tools.
• Background in designing conversational AI experiences using generative AI or predictive analytics.
• Experience expanding automation into new channels such as email, SMS, or social media.