Related skills
intercom ai cx automation decagon📋 Description
- Build and maintain a multi-quarter AI roadmap aligned to CX/Ops OKRs.
- Translate CX/Ops pain points into AI use cases with metrics.
- Lead AI delivery with Chatbot Strategy, Tooling, Analytics & Eng.
- Drive agent adoption of AI tools through change management and training.
- Design and run experiments and A/B tests to validate AI performance.
- Establish baselines and handoff docs before transitioning live programs.
🎯 Requirements
- 7–10+ years in CX ops, support product management, or technical programs.
- Hands-on AI/automation in support apps (Zendesk AI, Intercom, Decagon, etc.).
- Strong product thinking: define use cases and prioritize.
- Analytical mindset: experiments, AB tests, baselines.
- Cross-functional collaboration with Eng, Analytics, Legal, frontline ops.
- Hands-on with AI/SaaS tools; configure/build with Zendesk AI/Decagon w/o heavy engineering.
🎁 Benefits
- Medical, dental, vision; life and AD&D; STD/LTD; infertility support.
- Flexible paid time off, encouraged to use it.
- 7 Employee Resource Groups for community.
- Empowerment to own and lead change in the business.
- Dedicated professional development opportunities.
- Lunch from in-house chef at NYC HQ.
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