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SKIMS

AI Program Manager, Customer Experience

Office Middle $9.2k/mo

Summary

SKIMS is a global apparel brand creating technically innovative, comfort-driven essentials and redefining modern apparel at the intersection of culture, innovation, and commerce. The AI Program Manager, Customer Experience partners with CX leadership to develop and execute AI strategy across customer support channels. The role drives scalable growth by identifying, piloting, launching, and optimizing AI tools that improve customer and agent experiences and operational efficiency.

What you'll do

  • Partner with CX leadership to support the development and execution of the AI strategy and roadmap.
  • Map and evaluate the customer journey across touchpoints to identify opportunities where AI can add value for customers and agents.
  • Identify, evaluate, and implement AI tools and solutions across Customer Experience (e.g., self-service, agent assist, automation, QA, insights).
  • Collaborate with CX teams to understand workflows, pain points, and opportunities for AI-driven improvement.
  • Coordinate AI pilots and implementations including tool evaluation, configuration, testing, rollout, and ongoing optimization.
  • Define success metrics, monitor performance, and use insights to iterate and improve AI initiatives.
  • Support documentation, governance, and best practices for responsible AI adoption within CX.
  • Stay current on emerging AI tools and trends relevant to customer experience.

Requirements

  • Bachelor’s degree or equivalent experience.

  • 2+ years of professional experience in AI, operations, customer experience, or support-driven roles.

  • Experience working with or alongside customer experience/customer support teams.

  • Strong interest in AI, automation, and emerging technologies.

  • Understanding of customer journey mapping and CX metrics (e.g., NPS, CSAT).

  • Familiarity with CX platforms, CRM, ticketing systems, chatbots, or workflow tools.

  • Ability to manage multiple initiatives in a fast-paced environment.

  • Strong organizational, analytical, communication, and problem-solving skills.

Conditions

  • Location: HQ role in Los Angeles.

  • Healthcare: up to 100% company-paid medical, dental, and vision.

  • Kind Body fertility benefits.

  • 401(k) savings plan with up to 4% match.

  • Unlimited PTO.

  • Full access to LinkedIn Learning.

  • Employee discounts.

  • HQ perks: free weekly catered lunch (Mon–Thu), dog-friendly office (Thu–Fri), free swag giveaways, annual holiday party, annual summer party, invitations to pop-ups and company events, complimentary daily office snacks and beverages.

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