AI Customer Experience Manager

PlayOn is looking for an AI Customer Experience Manager to join our School Operations Team. As the AI Customer Experience Manager, you will be responsible for the construction and ongoing management of our conversational AI bots, ensuring they deliver accurate and efficient assistance to customers seeking support. Your role will be crucial in ensuring the seamless operation and optimization of our AI-driven customer support initiatives.

The Outcomes You'll Deliver:

1. Manage and Optimize Conversational AI Bots

Build, manage, and refine AI-driven support chatbots across multiple channels (chat, voice, email, SMS) to deliver accurate, efficient customer support

2. Enhance Customer Satisfaction and Experience

Continuously monitor and analyze conversation flows and user feedback to identify pain points, implement improvements, and ensure a smooth customer journey

3. Stay Current and Drive Innovation

Keep up with industry trends in conversational AI and customer experience, applying best practices to drive deeper adoption of AI within Playon

4. Measure and Report on Performance

Track key performance indicators (KPIs) for customer experience, using data to inform decisions, identify opportunities, and demonstrate the value of AI-driven support

• Collaborate with business stakeholders to gather and understand requirements for chatbot projects.
• Design, develop, and maintain declarative and conversational AI flows across multiple channels (chat, voice, email, SMS).
• Collaborate closely with Product and Engineering to integrate bots with external systems, APIs, and databases.
• Test and debug bots to ensure optimal performance and user satisfaction.
• Stay up to date with industry trends and best practices in conversational AI.
• Advocate for the customer through human-centered research methodologies.
• Monitor and analyze conversation paths and user feedback to discover and implement improvement opportunities in both conversation and expansion of AI, to create a stellar customer experience.
• Champion prioritization of AI centered product enhancements grounded in research and analysis.
• Serve as the primary point of contact for technical issues related to the AI support system, liaising closely with IT teams and external vendors to address any system-related challenges promptly.

• 2 years' experience in conversational design and natural language processing to create customer facing AI channels (chatbot, voicebot). Experience with generative AI models a plus.
• 2 years' experience with either Zendesk or Salesforce.
• Strong customer experience background, preferably in a QA, Training, or Leadership role
• Excellent communication and storytelling skills, with the ability to speak “tech” with product/engineering developers.
• Experience in project management, as it relates to building APIs and helpbots through 3rd parties.
• Experience with data analytics and ability to create reporting tools to extract insights and make data-informed  decisions.
• Bachelor's degree strongly preferred.

• Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges. 

• Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed. 

• Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.  

• Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making. 

Company Overview 

PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and MaxPreps—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place. We save administrators time so they can focus on what truly matters: supporting the students, staff, and fans who bring their programs to life. 

Trusted by thousands of schools across the country, we're here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again. 

When being there means everything, we make sure you never miss a moment.  

Why you’ll love working at PlayOn  

Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions. 

This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve. 

Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team. 

The Benefits We Offer 

Multiple medical insurance plans to choose from 

Dental, vision life and disability insurance 

Employee Emergency Fund  

Company equity (stock options) 

Open PTO policy  

401K plan with company match 

Hybrid/flexible work environment 

Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate.