Manager, AI Driven Solutions for Member Care

iFIT's vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their individual fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a Manager, AI-Driven Solutions for Member Care. Working Hybrid out of our Logan Utah Office. Position will have weekly onsite work for the first coupe of weeks. After that can transition to a more remote role with 1-2 days a month in office going forward.

We are seeking a dynamic and experienced Manager to lead our AI-Driven Solutions team within the Customer Service organization. The ideal candidate will have a deep understanding of artificial intelligence, machine learning, and automation technologies, and how they can be leveraged to enhance customer service operations. This role requires a blend of technical expertise, strategic thinking, and leadership skills to drive the successful implementation of AI-driven solutions that improve efficiency, customer satisfaction, and overall service quality.

ROLE COMMITMENTS

• Lead 25% annual contact deflection through driving digital customer solutions
• Optimize agent facing tools utilizing AI to drive a 10% improvement in productivity
• Drive 12% improvement in correct parts sent out to customers to resolve equipment issues
• Develop and implement global AI Customer Service strategy

ESSENTIAL DUTIES AND RESPONSIBILITIES

• AI Strategy Development: Collaborate with senior leadership to define and execute a strategic roadmap for AI and automation initiatives within the customer service department.
• Project Management: Oversee the end-to-end lifecycle of AI projects, from ideation to deployment, ensuring they are delivered on time, within scope, and aligned with business goals.
• Team Leadership: Manage and mentor a multidisciplinary team of AI specialists, data scientists, and engineers. Foster a collaborative and innovative work environment that encourages continuous learning and improvement.
• Customer Experience Enhancement: Identify opportunities to integrate AI-driven solutions that enhance the customer experience, such as chatbots, virtual assistants, predictive analytics, and personalized service offerings.
• Performance Monitoring: Establish KPIs and metrics to evaluate the effectiveness of AI initiatives. Regularly review and optimize AI-driven processes to ensure they are delivering value and meeting performance targets.
• Stakeholder Engagement: Act as the primary point of contact for AI-related projects, liaising with cross-functional teams including IT, data science, and customer service operations to ensure alignment and support.
• Vendor Management: Evaluate and manage relationships with external vendors and partners providing AI solutions. Ensure that third-party technologies meet the organization's standards and contribute to the overall strategy.
• Compliance and Ethics: Ensure that all AI initiatives comply with relevant data privacy, security, and ethical guidelines, maintaining customer trust and safeguarding the organization's reputation.
• Innovation and Trends: Stay current with the latest advancements in AI, machine learning, and customer service technologies. Advocate for the adoption of new tools and methodologies that can drive continuous improvement.

• Bachelor's degree in Computer Science, Data Science, Engineering, Business Administration, or a related field. A Master's degree or MBA is a plus.
• 5+ years of experience in a leadership role managing AI, data science, or automation projects, preferably within a customer service or customer experience environment.
• Strong understanding of AI technologies, including natural language processing (NLP), machine learning, and data analytics.
• Proven track record of successfully implementing AI-driven solutions that have led to measurable improvements in customer service operations.
• Exceptional project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and deliver results under tight deadlines.
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Experience with data governance, privacy regulations, and ethical considerations related to AI.
• Familiarity with customer service platforms, CRM systems, and other relevant technologies is highly desirable.