Senior Program Manager, Customer Experience Automation

Yeti Coolers - Austin, TX

Full-time - Senior

Austin, TX

Merchant Wholesalers, Durable Goods

About the position

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD. As a Senior Program Manager, Customer Experience Automation, you will support the strategy, implementation, and execution for YETI's Customer Experience Automation (CXA) global roadmap. This will be a critical role with the opportunity to streamline and enhance the customer journey using artificial intelligence (AI) across various touchpoints to deliver personalized and seamless experiences. YETI seeks an individual who is passionate about delivering a great experience, is proficient with digital support channel offerings, and has a passion to drive towards innovative solutions for our agents and our customers.

Responsibilities

• Identify key touchpoints and interactions throughout the customer journey to design an automation workflow roadmap.
• Implement Artificial intelligence (AI) to improve customer interactions.
• Leverage insights and analytics to optimize the automated customer service experience and develop strategies that can widen the AI scope to add value to the organization and customer journey.
• Recommend new innovations, tools, and methodologies that support process efficiency through pilots and rollout.
• Journey map current and future states of support to assess the process opportunities, content enhancements, or system improvements needed.
• Provide a readout on current and future state of our channels by offering insights that are clear and potentially actionable.
• Identify trends or risks to the consumer experience or agent flow and consistently monitor best in class or competitor support offerings.
• Collaborate closely with internal stakeholders within Customer Experience, Legal, Compliance, and Technology along with 3rd party solution providers to deliver solutions towards the key automation goals and create better experiences across all aspects of a customer's interaction.
• Leverage data and insights to segment customers based on contact channel preferences, behaviors, and needs, and deliver personalized experiences that resonate with each segment using AI.
• Develop project briefs and propose solutions to address gaps and act on opportunities that apply prioritized recommendations drawn out of analysis.
• Clearly articulate the goals and key performance indicators (KPIs) for Customer Experience AI.
• Continuously monitor and measure the impact of AI initiatives against KPIs and iterate based on insights and analytics to drive continuous improvement to optimize the automated customer experience.
• Leverage expertise to improve messaging, help predict customer issues, and prioritize outreach based on the greatest need.
• Drive ongoing improvement for AI use cases and support.

Requirements

• Bachelor's degree
• At least 6 years of relevant experience in automation or orchestration architect for complex systems automation through phone, chat/SMS, email, social, and web channels using Artificial Intelligence (AI)
• General understanding of partner solutions such as cloud Telephony, CRM, Chat, Social, knowledgebase.
• Grasp of automation technologies including RPA, AI, NLP/NLU and LLM's
• Technical and analytical proficiency through presentation and tools necessary for creating visually and verbally engaging content/reports
• Excellent written and verbal communication
• Proficiency with Microsoft Office, CRM tools, social monitoring tools
• Ability to analyze, evaluate and effectively communicate project performance
• Strong organizational skills and attention to detail
• Ability to communicate observations, performance, and concerns to upper-level management
• Experience working cross-functionally within matrixed organizations
• Ability to work within a highly dynamic organization
• Ability to influence without authority