Manager, AI & Automation, Customer Experience

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!

About the role

We're seeking a Manager, AI & Automation, Customer Experience to lead conversational AI and automation initiatives within Customer Experience. You'll build AI Agent flows that resolve customer inquiries while delivering accurate, on-brand responses across all touchpoints, design workflows that eliminate manual work. This is perfect for someone who thrives at the intersection of AI technology and Customer Experience, loves data-driven optimization, and wants to significantly impact both customer satisfaction and operational efficiency. This role will report into VP of Customer Experience.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.

In this role, you will:

• Build and optimize AI Agent flows across channels (email, chat, voice, SMS, site) to resolve inquiries while maintaining brand voice and accuracy
• Design automation workflows throughout our CX tech stack—ticket triage, order lookups, returns/exchanges
• Partner cross-functionally to centralize knowledge bases as the single source of truth for accurate product and brand information
• Monitor and optimize AI performance using accuracy, resolution, and satisfaction metrics
• Establish QA programs to assess AI success across all customer-facing interactions
• Create clear reporting to demonstrate ROI and business impact of AI initiatives

We're looking for someone who:

• Has 4+ years of experience in customer experience, operations, or product management roles in e-commerce, with subscription business experience preferred
• Brings 1-2+ years of hands-on experience working directly with AI and conversational automation tools
• Demonstrates experience with conversational AI platforms (Siena, Decagon, Sierra, or similar)
• Is proficient with helpdesk software (Gladly, Gorgias, Zendesk or similar) and workflow automation tools
• Shows strong analytical skills with data analysis and reporting tools (Looker, Google Analytics, or similar)
• Has experience managing knowledge management systems and content workflows
• Nice-to-have: experience with or customer journey mapping

Approach to the role:

• Highly collaborative across functions - works seamlessly with Product, Data, Marketing, Operations, and Sales to identify opportunities and implement solutions that benefit the entire customer experience
• Customer-first and brand-obsessed - ensures AI interactions are accurate, empathetic, and always on-brand
• Data-driven and analytical - uses metrics and performance data to guide all decisions, continuously optimizing based on real customer feedback and behavioral insights
• Proactive automation mindset - constantly identifies opportunities to eliminate manual work and improve efficiency before they become bottlenecks or pain points
• Comfortable with rapid iteration - thrives in fast-moving environments, managing change effectively while testing, learning, and optimizing AI systems quickly

At Grüns, we're committed to providing a competitive total compensation package—grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is between $100,000-$115,000 depending on experience. 

Beyond base salary, we offer competitive equity packages and a comprehensive set of benefits designed to support the well-being, growth, and balance of our team.

A bit about us...

At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.

Like you, we were disappointed. There’s an infinite number of “nutrition” companies, all focused on what’s best for them — not what’s best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We’ve seen it all.

So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.

 

What we care about...

Autonomy: Only the best work at Grüns. We’re