Director, AI Enablement & Applications – Customer Experience

Location: Remote

Reports to: VP of Client Experience

Company: Inner Balance

About Inner Balance

Inner Balance is a women’s health company building technology-enabled solutions to improve access, experience, and outcomes in hormone health. We combine clinical innovation, digital infrastructure, and data-driven decision-making to create a better experience for women.

We are scaling quickly and investing in the systems, data, and AI infrastructure required to deliver a world-class, technology-enabled customer experience.

Position Overview

Inner Balance is seeking a Director, AI Enablement & Applications – Customer Experience to own and scale the systems, data, and AI infrastructure that power our customer experience.

This is a high-impact, cross-functional leadership role at the intersection of customer experience, systems architecture, and AI enablement. This person will be responsible for how customer interactions are powered across both human agents and AI systems—ensuring seamless, efficient, and intelligent experiences across all touchpoints.

The Director will own the end-to-end CX systems ecosystem, including contact center platforms, service tools, integrations, and AI/LLM-driven experiences. They will also define how AI is operationalized, governed, and continuously improved within a highly sensitive, trust-driven healthcare environment.

This is not a theoretical AI role. The ideal candidate has deep, hands-on experience operating CX systems in real B2C environments and understands how systems, data, workflows, and frontline teams come together to deliver exceptional customer experiences at scale.

Key Responsibilities

CX Systems & Contact Center Infrastructure

• Own and lead the end-to-end CX systems stack, including contact center platforms, customer support tools, and ticketing systems
• Administer, configure, and optimize systems to support CX, sales, and operational workflows
• Lead CX systems projects, including implementations, migrations, integrations, and enhancements
• Define and manage data structures, workflows, permissions, and automation across systems
• Ensure data integrity, governance, and scalability across the CX ecosystem
• Serve as the internal expert and owner of CX systems architecture

AI Enablement & Infrastructure

• Own the CX AI strategy and implementation across customer journeys and agent workflows
• Design how LLMs interact with knowledge bases, CRM data, and CX systems
• Define AI use cases, intents, escalation logic, and human-in-the-loop workflows
• Lead implementation and integration of AI tools across CX platforms and channels
• Ensure AI systems are powered by structured, accurate, and governed data

Knowledge, Data & AI Readiness

• Own the AI-facing knowledge ecosystem, including structure, tagging, and governance
• Ensure alignment between agent-facing and AI-facing knowledge systems
• Build feedback loops to continuously improve AI performance and output quality
• Ensure systems are integrated to enable real-time, context-rich customer experiences
• Evaluate and implement tools and vendors that enhance CX and AI capabilities

Performance, Analytics & Optimization

• Own performance across both human and AI-driven CX operations (CSAT, resolution time, efficiency, containment, etc.)
• Build reporting frameworks, dashboards, and performance visibility across the CX function
• Identify system, workflow, and AI performance gaps and drive continuous improvement
• Use data to inform decision-making and optimize customer experience outcomes

Cross-Functional & Strategic Leadership

• Lead complex, cross-functional initiatives from concept through implementation and optimization
• Partner with CX, product, engineering, and operations teams to align systems and AI capabilities with business needs
• Drive adoption of systems and AI tools through training, enablement, and change management
• Act as a strategic thought partner to leadership on CX infrastructure and AI roadmap

Qualifications

Required Experience

• 5+ years in CX technology, Contact center, CRM management, AI enablement or CX operations in a B2C, healthcare, wellness, or other regulated environments.
• Proven experience implementing or managing AI / LLM-driven CX solutions to customer or agent workflows.
• Strong hands-on experience with CX platforms (Zendesk, Intercom, etc.) and system integrations
• Background in scaling CX operations through systems, automation, and data.
• 1 year minimum experience using Intercom Helpdesk
• Experience with HIPAA, digital health, telehealth, healthcare services is a plus.

Skills & Capabilities

• Deep understanding of how CX systems, data, and workflows connect end-to-end
• Strong knowledge of conversational AI, LLM behavior, knowledge structuring, and AI integration patterns
• Ability to translate business needs into technical system design
• Excellent stakeholder management and cross-functional leadership skills
• Analytical mindset with a strong focus on performance and optimization and ability to translate into actionable improvements.
• Strong communication skills with both technical and non-technical audiences

Preferred

• Experience in healthcare, digital health, telehealth, or other regulated environments (HIPAA exposure a plus)
• Experience with Intercom or similar conversational CX platforms
• Strong knowledge of conversational AI, LLM behavior, and knowledge system design
• Experience building or managing knowledge bases for AI and customer support
• Experience evaluating and implementing third-party tools and vendors

Ideal Candidate Profile

• Has built and operated CX systems in real-world, high-volume environments
• Understands how to bridge AI capabilities with operational CX workflows
• Combines technical systems expertise with strong business judgment
• Comfortable owning both strategy and execution
• Brings a mindset of ownership, accountability, and continuous improvement
• Thrives in ambiguity and can build scalable systems from the ground up
• Motivated by building meaningful solutions in women’s health

Why Join Inner Balance

• Be part of a rapidly growing company in women’s health and longevity
• Own and build the CX systems and AI infrastructure during a critical growth phase
• Work directly with leadership and have high visibility and impact
• Opportunity to define how AI is applied in a real-world healthcare environment
• Join a mission-driven team focused on innovation, execution, and meaningful outcomes

Compensation & Benefits

Inner Balance offers a competitive compensation package designed to reward performance, ownership, and long-term impact.

Competitive Compensation

• Competitive base salary aligned with director-level experience
• Performance-based bonus eligibility

Equity participation

• Stock option eligibility

Health & Wellness

• Health, dental, and vision insurance options (when available)
• Access to Inner Balance products and services

Flexibility

• Remote-first work environment
• Flexible work schedule

Paid Time Off

• Generous PTO and company holidays

Professional Growth

• Opportunity to build and lead a critical function at a high-growth company
• Direct exposure to executive decision-making and company strategy