Director of AI Enablement & Applications - Customer Experience

About the Role

The Director of AI Enablement & Applications for Customer Experience owns how AI is applied, operationalized, and optimized across Resident's CX ecosystem. This role ensures AI-powered experiences across voice, chat, and messaging deliver measurable improvements in customer satisfaction, efficiency, and cost, while maintaining a high-quality, human-centered brand experience.

Serving as the connective tissue between Customer Experience, Product, Engineering, Data, and Operations, this role translates customer needs and agent workflows into actionable AI use cases, operating standards, and success metrics. It also oversees the full CS technology stack, ensuring tools are configured, integrated, and continuously improved to support team performance and operational goals.

What You’ll Be Doing

AI Strategy & CX Enablement

• Owns CX-facing AI enablement across pre-purchase, post-purchase, and service recovery journeys, in partnership with Product on model configuration, intent design, and platform capabilities.
• Translate customer insights and agent workflows into AI use cases, intents, escalation logic, and experience standards.
• Partner with Product and Engineering to influence AI roadmaps while championing responsible, brand-safe AI practices.
• Evaluate and recommend AI platforms, tools, and vendors through a CX and scalability lens.

CS Technology & Tools

• Owns configuration, optimization, and business performance of CX tooling (telephony, WFM, messaging), while partnering with Product & Engineering on architecture, integrations, and platform decisions.
• Lead tool evaluation and optimization to improve agent productivity, queue management, and CX quality.
• Own WFM configuration, including channel-based forecasting and staffing across voice, chat, sales, and support.
• Hold vendors accountable to performance, delivery timelines, and scalability requirements.

AI Performance & Operational Excellence

• Own day-to-day AI performance across channels, including containment, deflection, CSAT, resolution quality, and efficiency impact.
• Define success metrics and reporting that connect AI performance to CX outcomes and financial results.
• Lead root-cause analysis on performance gaps and drive cross-functional improvements.
• Partners with Product and Engineering to define integration requirements, success criteria, and prioritization for CX AI capabilities.