AI & Automation Specialist
IPSY
Join us in inspiring everyone to express their unique beauty.
IPSY is the beauty industry’s most powerful platform, uniting brands, creators, and hyper-engaged consumers with unprecedented access to each other through the ultimate beauty membership. Home to sample-size subscription Glam Bag, full-size subscription BoxyCharm, celeb-curated collection Icon Box, and personal care brand Refreshments, we curate beauty for millions of members so they can play, explore, and express their unique beauty every day.
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We're proud to be a remote-first company. Our fully remote team members have the chance to live and work where they want, because we believe work should fit into your life—not the other way around. We offer monthly virtual activities, company-wide offsites, professional development, and learning sessions, to help our team members stay connected, engaged, and impactful while working virtually.
United States Remote: Remote positions which may be performed in any of the states where IPSY has established a Business presence: Arizona, California, Connecticut, Florida, Illinois, Kansas, Massachusetts, Missouri, North Carolina, New York, New Jersey, Nevada, Ohio, Pennsylvania, Texas, and Washington.
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About the Role:
This position reports to the AI & Automation Strategy Manager and can be fully remote in any of the 16 U.S. states where IPSY has an established business presence (see application for a list).
What You’ll Be Doing:
- Monitor, test, and optimize the IPSY chatbot to improve resolution rates, reduce misclassifications, and enhance the overall member experience.
- Build, refine, and maintain conversational flows and playbooks, ensuring accuracy, clarity, and alignment with brand tone.
- Analyze chatbot performance data and customer feedback to identify opportunities for improvement and implement solutions.
- Collaborate with cross-functional teams and vendors (e.g., Ada, Zendesk, Medallia) to integrate, troubleshoot, and enhance automation capabilities.
- Develop and maintain documentation, SOPs, and QA processes for chatbot management and optimization.
- Create performance dashboards and track KPIs to measure automation ROI, cost savings, and efficiency gains.
- Contribute to IPSY’s long-term AI and automation strategy by researching, testing, and implementing innovative features.
What We Are Looking For:
- 2-4 years professional experience managing and optimizing AI-powered chatbots or automation tools in a customer support environment (Ada experience a plus).
- Strong understanding of customer service operations, workflows, and how automation integrates into CRM systems like Zendesk.
- Data analysis skills with the ability to translate performance metrics into actionable improvements and create clear dashboards.
- Experience developing SOPs, QA processes, and troubleshooting documentation for automation platforms.
- Excellent collaboration and communication skills, with the ability to work cross-functionally and partner with external vendors.
- Detail-oriented, organized, and adaptable to a fast-paced, evolving environment.
- Familiarity with subscription-based, e-commerce, or high-volume B2C businesses preferred.
Bonus if You Have:
- Hands-on experience with Ada chatbot platform, Medallia, or other customer feedback tools.
- Background in designing conversational AI experiences using generative AI or predictive analytics.
- Experience expanding automation into new channels such as email, SMS, or social media.
What We Offer:
- Competitive salary & equity grants
- Annual bonus program (paid out quarterly)
- Medical, dental & vision insurance
- 401(k) plan with company match
- Paid Time Off
- Work from home flexibility
- Free BoxyCharm subscription
- Learning & development programs
EEO Statement: We celebrate diversity and are an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.
If you need reasonable accommodation in the application or employment process, please contact us.
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Pay is based on several non-discriminatory factors such as experience, education, skills, and location. IPSY offers a bonus, equity grants, and competitive benefits. Final compensation is determined by experience and skills.