Public Storage is on the lookout for a Senior Manager of AI Strategy & Customer Experience to spearhead the strategic development, implementation, and ongoing refinement of AI-driven customer experience initiatives. This pivotal role bridges business strategy with technological execution, collaborating closely with IT, Customer Service, Marketing, and Field Operations to deploy AI solutions that elevate customer satisfaction, drive revenue growth, and enhance operational efficiency.In this role, you will be essential in connecting technical teams with business stakeholders, gathering insights from frontline users, advocating for customer needs, and fostering iterative advancements in AI systems. A test-and-evolve mindset is crucial — we are seeking someone who thrives on experimentation, learns from data, and is willing to pivot based on real-world outcomes.Your ResponsibilitiesLead AI initiatives from the business perspective from conception through deployment and continuous optimization.Collaborate with IT to convert business needs into technical specifications and inform AI design choices.Engage with Customer Service teams to identify agent challenges, gather feedback on AI performance, and uncover automation or enhancement opportunities.Partner with Marketing to ensure AI interactions are consistent with brand voice, campaign messaging, and customer acquisition strategies.Work with Field Operations to extract facility-level insights and ensure AI solutions support property management workflows.Establish business requirements, success metrics, and return on investment models for AI projects.Act as the central coordination point across departments to promote alignment and shared ownership.Feedback Collection & Continuous ImprovementCreate feedback loops with Customer Service agents, supervisors, and Field teams to evaluate AI effectiveness.Conduct regular listening sessions, surveys, and usage analysis to identify friction points and areas for improvement.Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and initiate action plans.Promote a test-and-learn culture by designing A/B tests, pilot programs, and experiments to validate hypotheses.Quickly iterate on AI experiences based on customer behavior, agent feedback, and business results.Convert qualitative feedback into actionable requirements for IT and vendor partners.
Mar 2, 2026