Lead the CX AI strategy and execution across chat, voice, and email.
Own internal AI tools to boost CX productivity (agent-assist, guidance, QA).
Define AI performance metrics; partner with Product and Eng to shape the roadmap.
Build scalable AI systems and workflows that improve customer experience.

🎯 Requirements

4+ years in CX strategy or AI ops in tech/fintech.
1+ years leading a team of 4+ ICs.
Proven AI/automation initiative ownership in a support environment.
Product-minded builder; ships without waiting for a product team.
Strong analytical skills; turning data into decisions.
Technical fluency with AI-enabled CX platforms; able to ship with Eng/Prod.

🎁 Benefits

Hybrid work model with in-office days in Salt Lake City.
Up to four weeks per year fully remote.
Opportunity to shape AI strategy at a fintech company.
Collaborative, diverse team culture.

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