CX & Conversational AI Manager

THE BIGGEST NAME IN HOME. THE BOLDEST TEAM IN E-COMMERCE.

Ashley Digital is the e-commerce engine behind Ashley Furniture Industries — one of the most recognized home brands in the world. As the world’s largest manufacturer of home furnishings and the largest furniture store brand in North America, Ashley is in a category unto itself. Our team sits at the intersection of world-class retail and digital innovation, driving the e-commerce experience for millions of customers across every platform and touchpoint.

If you’ve shopped online for a mattress in the last decade, there’s a good chance you’ve already experienced our award-winning Nectar Sleep and Dream Cloud. We’re a fast-moving, highly collaborative team operating at a transformational moment, and we’re charged with shaping how people discover, explore, and buy home furnishings. Our expertise spans data science, performance marketing, product, and creative, and our work reaches millions of customers every day.

It’s a rare combination: the energy of a tech company, the stability of an industry leader, and the opportunity to build something truly significant. If you’re energized by transformation, collaboration, and meaningful impact at scale, Ashley Digital is where ambition meets opportunity.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States.

Great AI conversations don’t happen by accident, they’re designed, measured, and continuously improved. As our AI Conversation & Knowledge Manager, you’ll own the performance of our customer-facing AI experiences across Ashley Digital’s brands. You’ll combine customer insights, conversation design, analytics, and knowledge management to ensure every interaction helps customers achieve the right outcome quickly while driving measurable business results.

This role is equal parts strategist, analyst, writer, and systems thinker. You’ll define how customers interact with AI, establish success metrics, analyze performance, identify optimization opportunities, and continuously improve conversational experiences through experimentation and iteration.

You’ll partner closely with Product, Customer Support, Operations, CRM, QA, Legal, Brand, and AI Enablement teams to ensure our AI experiences remain accurate, conversational, on-brand, and continuously optimized using customer sentiment, behavioral insights, and business performance metrics.

Success in this role isn’t measured by the number of knowledge articles but through improvements in customer satisfaction, resolution quality, conversion, retention, operational efficiency, and the overall customer experience.

• Own the end-to-end performance of Ashley Digital’s AI customer experience, defining customer intents, desired outcomes, success metrics, and conversation strategy across all AI workflows.
• Design, test, and continuously improve conversational experiences through prompts, response logic, routing, escalation strategies, and system instructions, ensuring every interaction feels natural, helpful, and true to the Ashley Digital brand.
• Balance automation with customer experience by determining when AI should resolve customer needs independently and when human support delivers the best outcome.
• Monitor customer sentiment, conversation quality, and behavioral analytics to continuously improve tone, clarity, empathy, resolution quality, and overall customer experience.
• Analyze AI performance using KPIs such as CSAT, One-Touch Resolution, Total Resolution Time, containment, escalation, retention, conversion, and AOV to identify optimization opportunities and prioritize the roadmap.
• Build and maintain a continuous improvement framework by leveraging customer…