Sr Manager of AI Strategy & Customer Experience

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Job Description

Public Storage is seeking an AI Business Manager to drive the strategy, implementation, and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution — partnering closely with IT, Customer Service teams, Marketing, and Field Operations to deliver AI solutions that enhance customer satisfaction, drive revenue growth, and improve operational efficiency. 

You'll play a key role in connecting technical teams and business stakeholders, gathering feedback from frontline users, advocating for customer needs, and driving iterative improvements to AI systems. This role requires a test-and-evolve mindset — someone who thrives on experimentation, learns from data, and isn't afraid to pivot based on real-world results. 

What You'll Do 

AI Strategy & Cross-Functional Partnership  

• Lead business-side AI initiatives from concept through deployment and ongoing optimization 

• Partner with IT to translate business requirements into technical specifications and guide AI design decisions 

• Collaborate with Customer Service teams to understand agent pain points, gather feedback on AI performance, and identify opportunities for automation or enhancement 

• Work with Marketing to ensure AI interactions align with brand voice, campaign messaging, and customer acquisition strategies 

• Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows 

• Define business requirements, success metrics, and ROI models for AI projects 

• Act as the central point of coordination across departments to ensure alignment and shared ownership 

Feedback Collection & Continuous Improvement  

• Establish feedback loops with Customer Service agents, supervisors, and Field teams to assess AI effectiveness 

• Conduct regular listening sessions, surveys, and usage analysis to identify friction points and improvement opportunities 

• Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and drive action plans 

• Champion a test-and-learn culture — design A/B tests, pilot programs, and experiments to validate hypotheses 

• Rapidly iterate on AI experiences based on customer behavior, agent input, and business outcomes 

• Translate qualitative feedback into actionable requirements for IT and vendor partners 

Stakeholder Management & Influence  

• Present AI strategy, progress, and recommendations to executive leadership with clarity and confidence 

• Build cross-functional buy-in from Operations, Care Center, Marketing, and Field teams 

• Act as the "voice of the business" in technical discussions — ensuring solutions align with customer and employee needs 

• Influence skeptics and champions alike to embrace AI as a strategic enabler 

• Facilitate workshops, training sessions, and change management efforts across all partner teams 

Customer Experience Optimization  

• Analyze customer journey pain points and identify AI-driven solutions 

• Design and recommend improvements to AI interactions based on customer feedback, behavioral data, and frontline insights 

• Ensure AI solutions enhance — not replace — the human touch in critical moments 

• Balance automation efficiency with empathy and brand consistency 

• Advocate for the customer in every design decision and trade-off discussion 

Business Analysis & Strategic Guidance  

• Evaluate AI design options