BambooHR
CXAIOptimizationPartner
Neural analysis suggests this role is
optimal for Mid+ candidates.
“CX AI Optimization Partner at BambooHR. Skills: AI Optimization, CX Operations, Digital Support. Diagnose and improve AI experiences. Evaluate AI-assisted service experiences”
What You'll Achieve.
Improve AI behavior and customer outcomes; Reduce avoidable regressions; Ensure decisions are informed by customer outcomes and business impact; Improve customer journeys through AI; Ensure AI experiences align with customer needs and intended service outcomes; Help optimize escalation paths and self-service strategies; Identify opportunities to reduce customer effort; Improve resolution quality
Industry & Context.
Problem-solving skills; Diagnose complex system behaviors; Root cause analysis; Troubleshooting AI systems
Background check, Credit check
What They're Looking For.
Must Have
5+ years experience in customer experience operations, digital support, systems optimization, product operations, service design operations, technical program management, analytics, or related field, Experience diagnosing complex system behaviors and driving measurable improvements through influence and cross-functional partnership, Working knowledge of AI-assisted support systems, Experience evaluating AI systems, chatbots, virtual assistants, or automated workflows in production or production-like environments, Experience designing and supporting testing efforts, pilots, experiments, A testing, or iterative rollouts, Analytical and problem-solving skills, Excellent written and verbal communication skills, Stakeholder management and cross-functional collaboration abilities, Ability to operate effectively in ambiguity and influence without direct authority, Bachelor's degree or equivalent practical experience
Nice to Have
Experience working directly with conversational AI, chatbot optimization, agent-assist tools, or AI evaluation platforms, Familiarity with retrieval-augmented generation (RAG), prompt optimization, grounding techniques, or AI quality evaluation practices, Experience with knowledge management, content architecture, taxonomy design, tagging strategies, or retrieval optimization, Experience partnering with AI, Machine Learning, Data Science, Product, or Engineering teams, Experience using customer journey analytics, behavioral insights, or operational performance data to drive decisions, Experience working within SaaS, technology, e-commerce, or digital service environments, Systems-thinking mindset, Natural curiosity about how complex systems behave, Experience communicating technical concepts to executive and non-technical audiences, Demonstrated passion for AI and emerging technologies, Hands-on experimentation and learning
What You'll Do.
Diagnose and improve AI experiences
Evaluate AI-assisted service experiences
Identify performance issues and customer friction points
Investigate issues like misrouting
incorrect escalations
Perform root cause analysis
Translate findings into actionable recommendations
Partner with technical and business stakeholders
Improve AI behavior and customer outcomes
Lead testing and validation efforts
Develop and execute test plans
Validate expected versus actual behavior
Recommend improvements
Support release readiness efforts
Reduce avoidable regressions
Drive experimentation and continuous improvement
and iterative rollouts
and measurement approaches
Provide recommendations for scaling
or retiring solutions
Ensure decisions are informed by customer outcomes and
Translate technical insights into business action
Communicate AI performance issues
Create structured recommendations
and performance narratives
Help stakeholders understand tradeoffs
Influence prioritization decisions
Improve customer journeys through AI
Partner with service design
Ensure AI experiences align with customer needs and
Help optimize escalation paths and self-service strategies
Identify opportunities to reduce customer effort
Improve resolution quality
Monitor performance and emerging risks
Track key performance indicators
Identify emerging issues early
Recommend mitigation strategies
Provide clear context around changes
Leverage AI tools to improve workflows
Stay informed on evolving AI technologies
Continuously improve how AI is used
How You'll Work.
Team & Collaboration
Cross-functional partnership; Partner with technical and business stakeholders; Partner with service design, journey management, and knowledge teams; Partner with AI, Machine Learning, Data Science, Product, or Engineering teams
Communication Scope
Written communication; Verbal communication; Communicate AI performance issues; Create structured recommendations; Issue summaries; Performance narratives; Communicate technical concepts
Process & Methodology
Pilots, Experiments, A/B testing, Iterative rollouts
Full Job Description
Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. AI at BambooHR At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR. Essential Job Duties We're looking for a CX Digital Optimization Analyst to help improve the quality, reliability, and effectiveness of BambooHR's AI-assisted service experiences. This role will serve as a key partner across Customer Experience, Product, Engineering, Knowledge Management, and Operations teams to identify performance issues, validate improvements, and ensure our AI experiences continue to evolve alongside customer needs. BambooHR is building an AI-forward operating model where innovation, experimentation, and continuous improvement are core expectations. Employees are expected to actively leverage AI tools and emerging technologies to improve efficiency, decision-making, customer outcomes, and business performance while maintaining sound judgment and accountability. You will: Diagnose and Improve AI Experiences Evaluate AI-assisted service experiences to identify recurring performance issues and customer friction points. Investigate issues such as misrouting, incorrect escalations, weak retrieval, poor grounding, low-confidence responses, and hallucination risks. Perform root cause analysis and translate findings into actionable recommendations. Partner with technical and business stakeholders to improve AI behavior and customer outcomes. Lead Testing and Validation Efforts Develop and execute test plans for prompt changes, routing updates, retrieval improvemen
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