Sr Manager of AI Strategy & Customer Experience

Public Storage is seeking an AI Business Manager to drive the strategy implementation and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution  partnering closely with IT Customer Service teams Marketing and Field Operations to deliver AI solutions that enhance customer satisfaction drive revenue growth and improve operational efficiency. 

Youll play a key role in connecting technical teams and business stakeholders gathering feedback from frontline users advocating for customer needs and driving iterative improvements to AI systems. This role requires a test-and-evolve mindset  someone who thrives on experimentation learns from data and isnt afraid to pivot based on real-world results. 

What Youll Do 

AI Strategy & Cross-Functional Partnership  

• Lead business-side AI initiatives from concept through deployment and ongoing optimization 

• Partner with IT to translate business requirements into technical specifications and guide AI design decisions 

• Collaborate with Customer Service teams to understand agent pain points gather feedback on AI performance and identify opportunities for automation or enhancement 

• Work with Marketing to ensure AI interactions align with brand voice campaign messaging and customer acquisition strategies 

• Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows 

• Define business requirements success metrics and ROI models for AI projects 

• Act as the central point of coordination across departments to ensure alignment and shared ownership 

Feedback Collection & Continuous Improvement  

• Establish feedback loops with Customer Service agents supervisors and Field teams to assess AI effectiveness 

• Conduct regular listening sessions surveys and usage analysis to identify friction points and improvement opportunities 

• Monitor AI performance metrics (CSAT resolution rates deflection sentiment agent satisfaction) and drive action plans 

• Champion a test-and-learn culture  design A/B tests pilot programs and experiments to validate hypotheses 

• Rapidly iterate on AI experiences based on customer behavior agent input and business outcomes 

• Translate qualitative feedback into actionable requirements for IT and vendor partners 

Stakeholder Management & Influence  

• Present AI strategy progress and recommendations to executive leadership with clarity and confidence 

• Build cross-functional buy-in from Operations Care Center Marketing and Field teams 

• Act as the voice of the business in technical discussions ensuring solutions align with customer and employee needs 

• Influence skeptics and champions alike to embrace AI as a strategic enabler 

• Facilitate workshops training sessions and change management efforts across all partner teams 

Customer Experience Optimization  

• Analyze customer journey pain points and identify AI-driven solutions 

• Design and recommend improvements to AI interactions based on customer feedback behavioral data and frontline insights 

• Ensure AI solutions enhance not replace the human touch in critical moments 

• Balance automation efficiency with empathy and brand consistency 

• Advocate for the customer in every design decision and trade-off discussion 

Business Analysis & Strategic Guidance  

• Evaluate AI design options and trade-offs (cost complexity customer impact scalability) 

• Provide guidance on testing approaches success criteria and rollout strategies 

• Track KPIs report on business impact and recommend course corrections 

• Stay current on AI trends competitive landscape and emerging technologies 

Qualifications :

• 7 years in business operations customer experience or strategy roles  

• Proven track record supporting or leading AI implementation projects from the business side (not IT/engineering)  

• Experience partnering with IT Customer Service Marketing and Operations teams to deliver technology solutions  

• Demonstrated ability to gather feedback from diverse stakeholders and translate it into actionable improvements  

• Strong understanding of both business strategy and technical concepts  can translate between the two fluently  

• Demonstrated ability to present to executives with confidence clarity and credibility 

Required Skills & Attributes 

• Test-and-evolve mindset  you embrace experimentation learn from failure and iterate quickly  

• Collaborative bridge-builder  you thrive in cross-functional environments and can rally diverse teams around shared goals  

• Feedback-driven  you actively seek input from frontline users and let data guide decisions  

• Charismatic communicator who can influence inspire and build coalitions across departments  

• Confident opinion-holder  youre not afraid to challenge assumptions or advocate for the customer  

• Analytically sharp  comfortable with data metrics and making evidence-based recommendations  

• Change agent mindset  you thrive in ambiguity and can rally others around new ways of working  

• Customer-obsessed  you design with the end-user in mind always 

Preferred Experience 

• Experience in customer service contact center operations or customer-facing technology 

• Familiarity with AI tools (chatbots NLP virtual assistants predictive analytics) from a user/business perspective 

• Experience facilitating user acceptance testing (UAT) or pilot programs 

Additional Information :

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or any other protected status. All qualified candidates are encouraged to apply.

**Sponsorship for Work Authorization is not available for this posting.  Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.**

Remote Work :

No

Employment Type :

Full-time