PlayOn! Sports is hiring a
AI Customer Experience Manager

The future of high school athletics and activities is powered by PlayOn! Sports. Through GoFan, the NFHS Network, and rSchoolToday, the PlayOn team elevates the event experience for schools and communities across digital ticketing, fundraising, concessions, streaming, websites, and activity management.

PlayOn has united top brands in the school event space with a shared passion for athletics and activities and the lifelong memories that they instill. We take pride in empowering schools to save time and focus on what matters most: the students, staff, and communities who make their programs possible.

Thousands of schools partner with PlayOn to provide unparalleled access to millions of people to discover, enjoy, and relive their favorite events in person and online. As we continue to grow, we remain true to our vision to be there for schools so their communities can be there for every moment.

THE ROLE

PlayOn! Sports is looking for an AI Customer Experience Manager to join our Customer Experience 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.

Additional responsibilities and accountabilities for this role include:

• 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.

THE PERSON

• 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.

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