CX Manager- AI Agents Lucidya

Role Summary

As the CX Manager - AI Agent CX, you own the question:

Is this AI agent delivering a great customer experience every day?

You will step in once our AI agent goes live, leading day-to-day CX operations, monitoring agent performance, managing feedback loops, and driving continuous improvement. Your role is critical in bridging technology and real-world customer interactions, ensuring our AI Agents not only meet but exceed CX expectations.

Key Responsibilities

1. Go-live & Hypercare

• Lead CX operations as the primary contact during and immediately after AI agent deployment.
• Collaborate with Implementation and Delivery teams on go-live planning.
• Define hypercare period expectations with client CX leadership.
• Collect and act on frontline feedback from supervisors and agents to ensure smooth early-stage operations.

2. Daily CX Operations

• Oversee how the AI agent integrates with live CX workflows, including queue management, routing, and escalation.
• Partner with client CX teams to balance automation and human intervention effectively.
• Ensure seamless escalation processes with complete context and no dead ends or loops.

3. Conversation & Performance Monitoring

• Review sample conversations weekly to identify friction points, gaps in empathy, tone, and clarity.
• Track key CX metrics such as containment vs escalation, CSAT, complaint trends, and reopened cases.
• Escalate urgent issues involving critical errors, escalation failures, or compliance risks to relevant teams promptly.

4. Feedback & Tuning Loop (with LLM & Product Teams)

• Act as the bridge between live CX insights and AI tuning teams.
• Compile structured feedback for engineers and QA teams to improve agent performance and expand capabilities.
• Prioritise fixes and new use cases based on impact and customer needs.
• Participate in review cycles to validate enhancements align with CX realities.

5. CX Training & Internal Enablement

• Develop and deliver training materials for client CX teams, including quick guides, escalation protocols, and best practices.
• Support training sessions on interpreting AI agent conversations, reporting issues, and reassuring customers.

6. Reporting & Use Case Expansion

• Produce regular performance reports summarizing key insights, trends, and recommendations.
• Identify and propose new automation or co-pilot CX use cases based on data and frontline feedback.
• Collaborate with Solution Consultants and Sales teams to uncover expansion opportunities and contribute CX success stories for case studies.