Senior Director, Customer Service AI Product

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are:

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.

If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Summary:

Own and drive Customer Experience Product, combining core service capabilities and AI-powered solutions to improve customer satisfaction, reduce handle time, and lower cost per contact. Partner with engineering, data, operations, and customer care teams to define strategy, deliver high-impact features, and continuously optimize through analytics, testing, and customer feedback across all service channels.

Responsibilities:

Own the Customer Service/Experience Product roadmap across phone, chat, email, web, and self-service channels to improve CSAT/NPS, reliability, and efficiency
Define and deliver both AI-powered and traditional service capabilities, including CRM workflows, case management, IVR routing, agent tools, and self-service experiences
Translate customer journeys, voice-of-customer insights, and service metrics into PRDs, user stories, and acceptance criteria tied to AHT, FCR, and contact reduction
Design, build, and launch AI solutions (LLM/NLP, conversational AI, agent assist, intelligent routing) with clear performance targets and guardrails
Optimize CRM case workflows (assignment rules, escalations, macros) and knowledge management to improve resolution speed and reduce transfers
Implement and enhance self-service and IVR capabilities to increase containment and reduce cost per contact
Partner cross-functionally with engineering, data science, QA, operations, digital, and customer care to plan releases and deliver on roadmap priorities
Define KPIs and leverage analytics (CSAT, NPS, FCR, AHT, transfer rate, cost per contact, deflection) to prioritize work and validate impact
Lead A/B testing and experimentation to measure feature effectiveness and continuously improve outcomes
Integrate solutions across CRM and contact center platforms to create seamless agent and customer experiences
Establish responsible AI practices, ensuring data privacy, safety, and content quality
Build feedback loops, annotation processes, and model improvement cycles to enhance AI performance
Map customer journeys and service processes to identify friction points and drive improvements
Partner with QA and operations to execute UAT, ensure quality launches, and implement monitoring and rollback plans
Create release notes, documentation, and training materials to support adoption and change management
Drive continuous improvement by simplifying workflows, reducing costs, and improving customer loyalty

Qualifications required:

Education: Bachelor's degree in Computer Science, Data Science, Engineering, Information Systems, Human-Computer Interaction, Business, or related field, or equivalent practical experience

Experience

5+ years of product management or customer experience/service product experience
Experience delivering both core service products (CRM, IVR, self-service) and AI-powered capabilities
Proven track record shipping features that improve CSAT/NPS, reduce AHT, and increase FCR or deflection
Experience designing CRM workflows, case management systems, IVR routing, and self-service solutions
Hands-on experience building or deploying AI-driven customer experience solutions (e.g., conversational AI, agent assist)
Strong analytical skills with experience using SQL, Excel, or BI tools (Power BI, Tableau)
Ability to define KPIs, analyze performance, and translate insights into product decisions
Experience writing PRDs, user stories, and acceptance criteria aligned to business outcomes
Strong cross-functional collaboration and communication skills
Experience working in Agile environments (Jira, Confluence)
Technical & Domain Skills
Working knowledge of AI/ML, NLP, and large language models and how to evaluate performance
Experience with conversational AI platforms (e.g., Dialogflow, Lex, Azure Bot Service)
Familiarity with cloud AI services (Azure OpenAI, AWS, Google Cloud)
Experience with CRM platforms (Salesforce Service Cloud, Zendesk) and contact center systems (Genesys, NICE, Five9, Cisco)
Understanding of APIs, integrations, and system design fundamentals
Knowledge of contact center operations (queue management, escalation paths, workforce considerations)

Additional Qualifications, preferred:

Advanced experience in prompt engineering, conversation design, and retrieval-augmented generation
Background in retail or eCommerce customer service environments
Experience in omnichannel contact centers and high-volume service operations
Experience with experimentation frameworks and pilot design
Familiarity with Lean, Six Sigma, or ITIL practices
Experience deploying AI solutions with MLOps practices

Certifications

Certified Scrum Product Owner (CSPO)
AIPMM Product Management Certification
Salesforce or Zendesk Administrator
Azure AI Engineer Associate or equivalent ML certification
Certified Customer Experience Professional (CCXP)

Work Environment:

This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel-toed boots. The fast-paced environment involves time-sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.

Benefits We Offer:

Health, Dental, Vision, Employee Assistance Program
Paid Time Off; increases with years of service
Generous Employee Discount on home furnishings
Professional Development Opportunities
Tuition Assistance
Ashley Wellness Centers (location specific)
401(k) and Profit Sharing
Life Insurance

Our Core Values:

Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
(Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility (https://www.ashleyfurniture.com/about-us/corporate-social-responsibility/report/)

View Our Corporate Brochure (https://nam10.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.ashleyfurnitureindustriesllc.com%2Fen%2Fcorporate-brochure&data=05|02|ShLee%40Ashleyfurniture.com|7380207222ee4e223aea08dd96e531de|5a9d9cfdc32e4ac1a9edfe83df4f9e4d|0|0|638832633331666148|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D|0|||&sdata=wNmuyaqBcPo%2FSsLdHmzI%2F3XX3FQf%2Fjy3iHyYUhbP8V8%3D&reserved=0)

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms: We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

• Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.