Director of AI Enablement Customer Experience

Director of AI Enablement & Applications - Customer Experience

Remote (USA)

CRAFT MEETS COMFORT. At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, Dream Cloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customer’s needs.

Since our inception in 2017, Resident has become one of the fastest-growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world‑class retail, finance, operations, logistics, data science, performance marketing, and customer success‑driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

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

The Director of AI Enablement & Applications for Customer Experience owns how AI is applied, operationalized, and optimized across Resident's CX ecosystem. This role ensures AI‑powered experiences across voice, chat, and messaging deliver measurable improvements in customer satisfaction, efficiency, and cost, while maintaining a high‑quality, human‑centered brand experience.

Serving as the connective tissue between Customer Experience, Product, Engineering, Data, and Operations, this role translates customer needs and agent workflows into actionable AI use cases, operating standards, and success metrics. It also oversees the full CS technology stack, ensuring tools are configured, integrated, and continuously improved to support team performance and operational goals.

• Owns CX‑facing AI enablement across pre‑purchase, post‑purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities.
• Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards.
• Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand‑safe AI practices.
• Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens.
• Own configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions.
• Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality.
• Own WFM configuration, including channel‑based forecasting and staffing across voice, chat, sales, and support.
• Hold vendors accountable to performance, delivery timelines, and scalability requirements.

• Own day‑to‑day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact.
• Define success metrics and reporting that connect AI performance to CX outcomes and financial results.
• Lead root‑cause analysis on performance gaps and drive cross‑functional improvements.
• Partner with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities.

• Owns AI‑readiness and structure of CX knowledge systems (taxonomy, retrieval quality, governance), in partnership with Content and Product teams who own underlying CMS platforms.
• Partner with Quality, Training, and Knowledge teams to align human and AI learning standards.
• Establish governance and quality standards for AI prompts, responses, and knowledge updates.

• Lead AI and technology initiatives from scoping through launch, adoption, and optimization.
• Serve as the primary CX…