Senior Program Manager, Customer Self-Service & Automation

As a Senior Program Manager, Customer Self-Service & Automation at Faire, you'll oversee the design, development, and implementation of our customer-centric automation initiatives. This includes enhancing our AI-powered chatbots to improve customer interactions, integrating these solutions across platforms like Zendesk, and refining automation workflows. You'll collaborate with cross-functional teams to ensure that our automation tools align with customer needs and operational goals, delivering high-value experiences every time.

To be eligible for the Senior Program Manager, Customer Self-Service & Automation role at Faire, candidates should possess a minimum of 5 years of experience in automation, systems management, or technical program management, especially within customer support settings. Strong expertise in AI tools, chatbot optimization, APIs, and programming languages such as Python is essential. Familiarity with Zendesk and data integration platforms like HighTouch is also required.

In the Senior Program Manager, Customer Self-Service & Automation role at Faire, your efforts will directly impact customer satisfaction. By leading the development and implementation of AI-driven chatbot features, you'll enhance customer engagement, improve self-service options, and create streamlined automation workflows. Regularly assessing customer feedback and adjusting automation processes will further ensure that customers receive timely and effective support, ultimately enriching their overall experience.

The Senior Program Manager, Customer Self-Service & Automation at Faire will work with a range of tools and technologies, including AI platforms for chatbot development, Zendesk for customer service, and data integration tools such as HighTouch. Proficiency in using APIs and programming languages like Python and Java/Kotlin is also crucial, as these skills will help in designing and integrating seamless automation solutions.

The salary range for the Senior Program Manager, Customer Self-Service & Automation role at Faire is between $153,000 and $210,000 per year. Additionally, this role is eligible for equity and benefits. Actual base pay will depend on factors including transferable skills, work experience, market demands, and primary work location.

When answering about your experience with chatbot optimization, focus on specific projects you've worked on, the challenges faced, and the outcomes achieved. Mention the techniques you've used to improve chatbot responses, such as prompt engineering and A/B testing, and highlight any tools involved like Zendesk or custom APIs.

Discuss your criteria for prioritizing automation initiatives, such as customer feedback, operational efficiency, and alignment with business objectives. Use examples from your previous roles to illustrate how you balanced these factors effectively to deliver high-impact results.

Share specific metrics you track to measure automation success, such as customer satisfaction scores, response times, and rates of self-service completion. Providing examples of how these metrics influenced your decision-making and strategy will reinforce your data-driven approach.

Describe your troubleshooting process for handling technical issues in automation systems. Emphasize how you diagnose problems, collaborate with cross-functional teams to resolve them, and implement preventive measures to avoid future occurrences.

Explain how you actively seek and incorporate customer feedback into your automation strategies. Highlight your methods for gathering input, analyzing data, and making iterative improvements to enhance the customer experience.

When asked about a successful automation project, choose one that had a significant impact on customer experience or operational efficiency. Describe your role in the project, the objectives set, the approach taken, and the measurable results achieved.

Illustrate your strategies for fostering collaboration across teams, such as regular check-ins, shared goals, and open communication. Additionally, discuss any tools you employ for project management that facilitate teamwork, like Trello or Slack.

Share your systematic approach to testing and debugging AI systems, outlining each step from initial testing to deployment. Mention the tools you use for debugging and how you document findings to guide future improvements.

Discuss your methods for staying informed about the latest trends and technological advancements in automation, such as attending conferences, participating in online courses, and following relevant industry publications and thought leaders.

Express your enthusiasm for working at Faire by aligning your values with the company's mission of empowering entrepreneurs. Share specific aspects of Faire’s innovative approach and culture that resonate with you, and explain how your skills and experiences position you well to contribute to its goals.