7shifts is hiring an AI & Self-Serve Experience Manager to be the key driver of how AI takes shape within our Service Experience team. Working with the Director, Support, you will bring our AI self-serve strategy to life by managing bot performance, shaping how our teams work with AI, and guiding the people side of this transformation.

What You'll Do

Improve the AI agent by monitoring responses, validating accuracy, and strengthening the human-in-the-loop framework.
Build the skills of CSRs and Leads so they can coach the bot and work effectively in an AI-supported workflow.
Lead change management to ensure CSRs feel equipped, informed, and engaged in continuous AI improvement.
Work with Knowledge Management and CSR teams to close knowledge gaps and keep the bot trained on accurate, up-to-date information.
Partner with the CX Systems Manager to shape and refine the bot’s conversational journey so it drives stronger customer outcomes.
Analyze performance data to surface insights, recommend improvements, and uncover new opportunities for automation and efficiency.

What We're Looking For

You bring real SaaS support experience and know what great service looks like in a fast-moving product environment.
You know how to turn an AI chatbot into a trusted part of the support experience rather than a basic tool.
Support workflows make sense to you end-to-end, and you can spot where AI can make things faster, clearer, or easier.
Designing natural, helpful conversational journeys is something you do with intention and customer empathy.
Strong feedback loops are part of how you work, and you use real interactions to help AI learn and improve.
Coaching frontline teams comes naturally, and you can help them build confidence working alongside AI.
You’ve led teams through tech-driven change and know how to bring people with you in a calm, practical way.

Nice to Have

Previous experience in the restaurant-tech industry.
Familiarity with AI support tools like Ultimate, Ada or similar.
Comfort working with engineering or data teams on light technical troubleshooting.

Benefits & Compensation

Opportunity to learn and grow, supported to own your growth and impact.
Health and dental benefits.
Lifestyle spending accounts.
Parental leave program built with flexibility in mind.
Flexible vacation policy.
‘90 Day Shift’ program to work from (almost) anywhere.
Tools provided: latest Apple tech, a home office setup, and 7shifts swag.
Professional growth support: coaching, feedback, development planning, and opportunities to grow from within.