Senior Program Manager, Customer Self-Service & Automation
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
As Faire continues to expand, we are seeking an experienced Automation Manager to drive our customer-facing automation initiatives, focusing on scaling and optimizing our chatbot across the platform. In this role, you’ll be responsible for implementing and refining our AI-powered solutions in tools like Zendesk and Chattermill, ensuring smooth, reliable, and impactful customer interactions.
The ideal candidate has a deep understanding of AI technologies, chatbot optimization, and testing and troubleshooting. You will also bring expertise in managing production and testing environments and should be familiar with integration tools like HighTouch to create integrations.
Reporting to the Senior Manager of Customer Operations, the Automation Manager will play a pivotal role in building and scaling an automation framework that enhances customer satisfaction while increasing operational efficiency. To succeed, you’ll work closely with cross-functional teams, aligning automation solutions with customer needs and operational goals, ensuring that every interaction with our chatbot delivers a high-value experience for our users.
What you’ll do
- Lead the design, development, and rollout of chatbot features, using AI tools to improve customer engagement and enable self-service options.
- Integrate AI-driven chatbots across multiple platforms, ensuring consistent, high-quality customer interactions.
- Design, implement, and refine automation workflows across chatbot platforms, Zendesk, and other tools to elevate customer satisfaction and efficiency
- Lead prompt engineering and debugging to improve chatbot response accuracy, identifying and addressing performance issues proactively.
- Regularly assess and adjust automation processes based on customer feedback and shifting business requirements to increase support efficiency.
- Define and enforce best practices for automation testing, maintaining high release quality that meets customer needs.
- Partner with CX, product, and engineering teams to design automation and AI tools that improve the customer experience.
- Use continuous improvement methods to find and fix technical issues in automated systems.
- Track and report key metrics to evaluate automation success and provide updates to leadership on progress and impact.
Qualifications
- 5+ years in automation, systems management, or technical program management, ideally in a customer support or operations environment.
- Proven experience with AI tools and platforms, including chatbot development and prompt engineering.
- Knowledge of APIs, with hands-on experience in integration and use of programming languages such as Python, and Java/Kotlin
- Proficiency in using Zendesk and experience with data integration platforms like HighTouch.
- Strong expertise in managing production and staging environments, with hands-on experience in testing, debugging, and automation troubleshooting.
- Excellent communication skills, able to work cross-functionally and align technical solutions with business goals.
- Data-driven approach to decision-making with a solid understanding of key performance metrics for automation and customer experience.
Salary Range
New York: the pay range for this role is $153,000 - $210,000 per year.
This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.
This role will be in-office on a hybrid schedule - Faire employees will be expected to go into the office 2 days per week on Tuesdays and Thursdays, effective the week of January 13, 2025. Additionally, in-office roles will have the flexibility to work remotely up to 4 weeks per year.
Applications for this position will be accepted for a minimum of 30 days from the posting date.
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.
Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
By
Faire
Faire is an online wholesale platform that leverages technology to empower local boutiques and independent businesses globally, facilitating their access to unique worldwide products and driving positive economic impact in their communities.
70 jobs
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
