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IPSY is looking to transform how millions of members experience customer care by managing and optimizing their AI-powered chatbot to ensure accurate, seamless, and continually improving conversations through data-driven insights.

Requirements

• 2-4 years professional experience managing and optimizing AI-powered chatbots or automation tools in a customer support environment (Ada experience a plus).
• Strong understanding of customer service operations, workflows, and how automation integrates into CRM systems like Zendesk.
• Data analysis skills with the ability to translate performance metrics into actionable improvements and create clear dashboards.
• Experience developing SOPs, QA processes, and troubleshooting documentation for automation platforms.
• Hands-on experience with Ada chatbot platform, Medallia, or other customer feedback tools.
• Background in designing conversational AI experiences using generative AI or predictive analytics.
• Experience expanding automation into new channels such as email, SMS, or social media.

Responsibilities

• Monitor, test, and optimize the IPSY chatbot to improve resolution rates, reduce misclassifications, and enhance the overall member experience.
• Build, refine, and maintain conversational flows and playbooks, ensuring accuracy, clarity, and alignment with brand tone.
• Analyze chatbot performance data and customer feedback to identify opportunities for improvement and implement solutions.
• Collaborate with cross-functional teams and vendors (e.g., Ada, Zendesk, Medallia) to integrate, troubleshoot, and enhance automation capabilities.
• Develop and maintain documentation, SOPs, and QA processes for chatbot management and optimization.
• Create performance dashboards and track KPIs to measure automation ROI, cost savings, and efficiency gains.
• Contribute to IPSY’s long-term AI and automation strategy by researching, testing, and implementing innovative features.

Other

• Excellent collaboration and communication skills, with the ability to work cross-functionally and partner with external vendors.
• Detail-oriented, organized, and adaptable to a fast-paced, evolving environment.
• Familiarity with subscription-based, e-commerce, or high-volume B2C businesses preferred.
• This position reports to the AI & Automation Strategy Manager and can be fully remote in any of the 16 U.S. states where IPSY has an established business presence.
• We are proud to be a remote-first company.