Director Customer Service Product - AI

Director Customer Service/Experience Product- AI

Join Ashley Furniture’s Customer Service/Experience Product-AI team to build AI-powered experiences that make support effortless and engaging. In this role, you will translate customer needs into intelligent products that improve quality, reduce costs, and elevate the love of home. Help define the future of customer service at Ashley by delivering AI features that are reliable, safe, and impactful.

About Ashley Furniture

Ashley Furniture Industries is the largest manufacturer of furniture in the world. We're driven by our North Star: to inspire the love of home and enrich the lives of those around us. Our mission is to Improve Quality, Reduce Costs, Do More Business, Be Profitable, and Stay In Business. We value Honesty & Integrity, Passion, Drive & Discipline, Dirty Fingernails (hands-on work), Continuous Improvement, and Growth Focus.

Our growth pillars are A Culture of Leadership, Customer Centric approach, and Boundaryless collaboration.

The Role

You will report within the Customer Service/Experience Product- AI organization and work cross-functionally with engineering, data science, customer care operations, and digital teams. Day to day, you will define product strategy, write clear requirements, and ship AI-driven features that improve CSAT, reduce handle time, and deflect contacts. You will instrument performance, run experiments, and iterate quickly based on customer feedback and measurable results.

You will focus on high-impact capabilities such as virtual assistants, agent-assist, intelligent routing, and knowledge search. You will ensure responsible AI practices, privacy, and safety are embedded throughout the product. Your work will directly contribute to Ashley’s mission by improving quality of service and reducing costs while creating experiences customers love.

Responsibilities

• Define and own the roadmap for Customer Service/Experience Product- AI across chat, voice, email, and self-service, increasing customer satisfaction and reducing contact volume.
• Translate customer journeys and voice-of-customer insights into detailed product requirements and user stories for features like virtual assistants, agent assist, intelligent routing, and knowledge search, lowering average handle time and improving first-contact resolution.
• Partner with engineering and data science to design, build, and launch LLM/NLP-powered solutions; specify acceptance criteria, model performance targets, and safety guardrails to ensure reliability and accuracy.
• Instrument analytics and establish KPIs; implement A/B tests and experiments to quantify impact on CSAT, FCR, AHT, and ticket deflection, and use results to drive prioritization.
• Integrate AI features with CRM and contact center platforms to create a seamless agent and customer experience; improve workflow efficiency and reduce escalations.
• Establish responsible AI standards for privacy, safety, and content quality; document policies and processes to protect customer data and maintain trust.
• Build feedback loops and annotation processes to continuously improve model quality; monitor error rates and resolution outcomes and iterate on training data and prompts.
• Collaborate with customer care, retail, eCommerce, and operations to align releases with service goals and peak seasons; minimize friction and ensure smooth rollouts.
• Create clear product documentation, release notes, and enablement materials for agents and internal stakeholders; drive adoption and measurable business outcomes.
• Drive continuous improvement aligned with Ashley’s mission by prioritizing features that improve quality, reduce costs, and strengthen customer loyalty.

Technical Requirements

• Working knowledge of machine learning, NLP, and large language models to frame customer service problems; ability to evaluate models using metrics such as intent accuracy, resolution rate, and precision/recall for real-world performance.
• Experience with conversational AI platforms for chat and voice bots (such as Google Dialogflow, Amazon Lex, or Azure Bot Service) to design intents, dialog flows, and integrations that support self-service and agent assistance.
• Familiar…