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Digital Customer Success - AI Program Manager



Software Engineering, Customer Service, Sales & Business Development, Operations, Data Science
Seattle, WA, USA
Posted on Thursday, May 30, 2024

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

Digital Customer Success - AI Program Manager

Why We Have This Role

Qualtrics is seeking a Digital Customer Success - AI Program Manager who can ensure our users are lifetime Qualtrics champions through the innovative use of AI and conversational chatbots. If you are an innovative problem-solver with attention to detail, and want to work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

In this role, you will own the performance of our conversational AI tools and chatbots. You will lead the development, configuration and roadmap for AI and chatbot integrations within our digital ecosystem. You will set the industry standard for a world-class digital success experience by identifying and delivering new opportunities for Qualtrics to distinguish itself with AI applications.

How You’ll Find Success

  • You will know you are doing an extraordinary job when business goals are achieved driven by the superior performance of our AI and chatbot solutions.
  • You recognize opportunities that enhance the effectiveness of our conversational AI tools.
  • You have strong organizational skills, can juggle multiple priorities, and are an excellent communicator who empathizes with your audience.
  • You convey complex technical information in a clear and concise manner that ensures that all stakeholders are aligned and informed.
  • Your innovative approach ensures that our AI and chatbot solutions continually evolve to meet emerging customer needs and industry trends.
  • You are excited about developing and executing infrastructure and tooling to deliver targeted, personalized, and predictive experiences across channels. Your focus on continuous improvement drives the evolution of our AI capabilities.
  • You are customer-obsessed, strategic, detail-oriented, and creative. Your dedication to understanding and meeting customer needs ensures that our AI solutions are not only effective but also deliver significant business value.
  • By combining end-user value with business value, you will ensure a clear, single point of accountability for the performance of our AI and chatbot products. Your role is pivotal in enhancing the customer experience and driving the success of Qualtrics’ AI initiatives.

How You’ll Grow

  • Incorporate the latest enhancements in generative AI into your projects to enhance chatbot capabilities. Gain hands-on experience with advanced models and natural language processing techniques.
  • Develop strategic thinking by identifying new use cases and opportunities for AI chatbot implementation across various business functions.
  • Strengthen your data analysis skills by leveraging performance metrics and customer feedback to drive continuous improvements and innovation in chatbot interactions.
  • Advance your project management skills planning end-to-end implementations, ensuring timely delivery and alignment with objectives

Things You’ll Do

  • Develop and implement AI solutions that drive customer engagement by developing an understanding of the Qualtrics product and internal processes
  • Evaluate and optimize chatbot performance for existing conversational AI applications
  • Develop cross functional processes for continuous improvement
  • Expand applications of conversational AI to reach business goals
  • Consult on net new use cases and applications
  • Manage the relationship with our AI vendor(s)
  • Develop and report on success metrics

What We’re Looking For On Your Resume

  • Bachelor’s degree
  • Minimum 3+ years of hands-on experience in Product analytics, Customer Insights, Data Analysis, Program/Project Management and/or Customer Success experience
  • Technically capable, excellent communicator
  • Strong project management skills and the ability to manage large projects
  • Familiarity with digital technologies and GenAI tools and analyzing chatbot/conversational data.
  • Experience learning and going deep in new technical areas,

What You Should Know About This Team

In the world of digital customer success, the Qualtrics Digital Success team is an industry-leader when it comes to focusing on enhancing customer interactions, ensuring that our digital tools and platforms are both efficient and user-friendly. Having built a multi-award winning digital environment, they ensure that every customer touchpoint with Qualtrics is nothing short of exceptional. For those looking for a career in product management, customer experience, digital success, product design or similar, this is a unique opportunity to work alongside one of the industry’s most well-known digital success leaders.

Our Team's Favorite Perks and Benefits

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. For part-time or intern positions, this pay range is for base pay per hour. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.

Washington State Pay Transparency Range
$114,000$140,500 USD