Senior Manager, AI Support Enablement

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.

We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 

Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

Ancestry is seeking a strategic and execution-focused Senior Manager of AI Support Enablement to lead how we use Artificial Intelligence to scale service, enhance agent performance, and elevate the customer experience with existing tools, including our AI support bot, agent assist tools, IVR, and support center. You’ll work closely with cross-functional partners to identify opportunities to improve self-service and operational efficiency through AI, while collaborating with our technology team to ensure alignment.

This role will be critical in transforming our customer experience through scalable, AI-powered solutions that drive engagement, optimize cost efficiency, and support revenue goals.

You will partner closely with Member Services, Product, and Engineering teams to define and execute a roadmap that delivers meaningful automation, effective self-service, and intelligent assistive tools that meet customers where they are.

This role is based in Utah or available remotely within the U.S.

Key Responsibilities:

• Define and execute the roadmap for AI-powered support experiences—including chatbot, agent assist, IVR, and support center—while identifying new tools and technologies that can further transform service delivery.

• Partner with Product, Engineering, and AI teams to design and deploy intelligent automation that improves customer resolution and agent efficiency.

• Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery.

• Lead experimentation and testing efforts (e.g., A/B tests) to validate new concepts, refine performance, and reduce cost-per-contact.

• Evolve the Support Center experience by improving usability, structure, and discoverability—positioning it as a central destination for both self-service support and customer education.

• Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels.

• Define and evolve KPIs for AI Enablement to align with company goals around engagement, cost efficiency, and retention, and take ownership of tracking, interpreting, and communicating these performance indicators.

• Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes.

• Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals.

Skills & Experience:

• 7+ years of experience in product operations, platform management, or CX technology—ideally within customer service environments.

• Proven success in implementing and scaling Generative AI and LLM-based solutions to enhance customer support experiences.