Customer Experience & AI Specialist

Job Overview:
Off Duty Management is seeking a CX AI Specialist to assist in merging customer relationship management data with technical AI expertise to design, implement, and optimize AI-driven support tools that enhance customer journeys.

The CX AI Specialist reports to the Manager CX & AI.

Responsibilities

• Maps current and future customer journeys to identify friction points and opportunities for improvement
• Implements and manages AI-powered tools such as chatbots, knowledge bases, and automated workflows, ensuring tone, accuracy, and compliance
• Monitors AI performance data, usage trends, and customer health metrics to drive informed actions
• Partners with the training team to assist with team member adoption of AI tools
• Acts as a liaison between customer feedback and technical teams to translate customer needs into actionable enhancements
• Creates and maintains high-quality support documentation, tutorials, and self-service resources
• Trains AI systems using customer data, FAQs, and real-world scenarios to improve accuracy and usefulness
• Performs other duties, tasks, and responsibilities as assigned by management to support organizational goals and objectives

Skills/Qualifications

• Familiarity with OfficerTRAK, Five9, HubSpot, and NetSuite systems
• Familiarity with AI tools (chatbots, automation platforms, CRM intelligence features) 

• Strong analytical skills and ability to translate data into actionable insights
• Excellent verbal and written communication skills across all levels of the organization
• Proficient in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
• Experience with mobile app systems and customer-facing software platforms
• Ability to plan, multi-task, and manage time effectively in a fast-paced environment
• Comfortable working cross-functionally and driving initiatives independently

Education/Experience

• Associate’s degree preferred
• 3+ years of experience in customer experience, customer service, or operations support

Job Type: Full Time

Off Duty Management is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

This Organization Participates in E-Verify.