Responsibilities

• AI Agent Monitoring & Quality Assurance - Monitor AI agent conversations daily for accuracy, tone, brand alignment, and experience quality across both lead and member interactions.
• AI Agent Monitoring & Quality Assurance - Identify and correct response errors, outdated information, and flow gaps; maintain a structured QA log and report on performance metrics including containment rate, escalation rate, and resolution quality.
• AI Agent Monitoring & Quality Assurance - Conduct A/B testing of agent responses, designing alternate response paths, measuring resolution outcomes, and implementing improvements based on results.
• Dialogue Flow Design & Evaluation - Design, build, and maintain dialogue trees and conversational flows that guide leads and members through accurate interactions.
• Dialogue Flow Design & Evaluation - Partner closely with our AI platform vendor and their engineering team to develop dialogue flows and agent workflows, translating business requirements and use cases into clear, actionable specifications for technical implementation.
• Dialogue Flow Design & Evaluation - Develop evaluation frameworks to stress-test new flows before they go live, validating accuracy, escalation logic, and user experience against defined quality standards.
• Dialogue Flow Design & Evaluation - Test new intents and response paths in partnership with vendors and internal stakeholders; document outcomes and recommend improvements.
• Knowledge Base Development & Workflow Replication - Own and maintain the AI agent knowledge base across FAQs, policies, member services, and promotional offers -- partnering with subject matter experts across operations, sales, and club management to source input, validate that business workflows are accurately replicated within the agent environment.
• Knowledge Base Development & Workflow Replication - Update promotional messaging monthly, or as campaigns change, ensuring the AI agent reflects active offers and current priorities.
• Contact Strategy & Cross-Channel Cadence - Collaborate with the Email & Lifecycle Marketing Manager to define rules of engagement and contact strategy across all owned channels, including email, SMS, and AI agent.
• Contact Strategy & Cross-Channel Cadence - Own cadence governance for AI agent-initiated outreach: timing, frequency, suppression logic, and opt-out compliance.
• Contact Strategy & Cross-Channel Cadence - Ensure cross-channel contact coordination so lead and member communications feel cohesive and not duplicative.
• SMS Campaign Execution & Channel Reporting - Own and execute SMS marketing campaigns, including strategy alignment, audience coordination, and deployment through the AI platform.
• SMS Campaign Execution & Channel Reporting - Own performance reporting across both SMS and AI agent channels, tracking KPIs, surfacing trends, and flagging anomalies on a regular cadence.
• SMS Campaign Execution & Channel Reporting - Conduct quarterly hindsight analysis for SMS and AI agent channels, extracting data, identifying performance trends, and delivering forward-looking recommendations.

Benefits

• Club Membership
• Competitive Compensation
• Discounts on club services and amenities
• Continuing Education
• Community Involvement
• Paid Time off*
• Health Insurance*
• Offered to Full-Time associates. Full-Time status eligibility starting at 25 average hours of work per week.