Job Description

AI Customer Experience & Performance Manager

Location: Orlando, FL (Hybrid)

Compensation: Competitive Base Salary + Bonus Opportunity (DOE)

Our client is seeking an AI Customer Experience & Performance Manager to help optimize the performance of its AI-powered customer engagement platforms.

This newly created role sits at the intersection of customer experience, analytics, operations, and emerging technology. The successful candidate will work closely with executive leadership and technology partners to improve booking performance, increase conversion rates, strengthen reporting, and maximize the business impact of the company's AI investments.

This is not a software development role. It is an opportunity for someone who understands how AI-enabled customer interactions should be measured, optimized, and continuously improved.

Why This Role Exists

The company has already embraced AI as a core part of its customer engagement strategy and is now focused on maximizing performance.

Leadership is seeking someone who can bridge the gap between contact center operations, AI technology, and business outcomes.

The right person will help transform AI from a technology investment into a measurable competitive advantage.

What Success Looks Like

• Improve booking and conversion rates
• Increase AI containment rates
• Build meaningful reporting and KPI visibility
• Strengthen vendor performance and accountability
• Deliver actionable business insights
• Become the internal expert on AI customer engagement

Key Responsibilities

AI Performance & Optimization

• Monitor AI performance and customer engagement outcomes
• Identify opportunities to improve conversion and booking rates
• Partner with vendors to optimize platform effectiveness

Analytics & Reporting

• Translate data into actionable business insights
• Develop performance reporting and KPI visibility
• Support data-driven decision making

Vendor & Stakeholder Management

• Serve as the primary liaison for AI technology partners
• Collaborate with operations, technology, and executive leadership teams
• Support future AI and customer experience initiatives

Ideal Background

• Experience working with AI-enabled contact center environments
• Strong understanding of booking, conversion, and containment metrics
• Experience working with AI vendors and customer engagement platforms
• Strong analytical and reporting capabilities
• Ability to translate operational data into business recommendations

Preferred Technology Exposure

• Netic
• ProBook
• Five9, Genesys, NICE, or similar platforms
• Conversational AI and Voice AI technologies
• KPI dashboards and business intelligence tools

Why This Opportunity Stands Out

This is a chance to help shape how a leading home services organization utilizes AI to improve customer experience and business performance.

The role offers significant executive exposure, direct interaction with technology partners, and the opportunity to influence one of the fastest-growing areas of business transformation.

About the Company

Our client is a leading home services organization committed to innovation, operational excellence, and delivering exceptional customer experiences through technology and continuous improvement.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.