Senior Manager, AI Support Enablement

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

Ancestry is seeking a strategic and execution-focused Senior Manager of AI Support Enablement to lead how we use Artificial Intelligence to scale service, enhance agent performance, and elevate the customer experience with existing tools, including our AI support bot, agent assist tools, IVR, and support center. You’ll work closely with cross-functional partners to identify opportunities to improve self-service and operational efficiency through AI, while collaborating with our technology team to ensure alignment.

This role will be critical in transforming our customer experience through scalable, AI-powered solutions that drive engagement, optimize cost efficiency, and support revenue goals.

You will partner closely with Member Services, Product, and Engineering teams to define and execute a roadmap that delivers meaningful automation, effective self-service, and intelligent assistive tools that meet customers where they are.

This role is based in Utah or available remotely within the U.S.

Key Responsibilities:

• Define and execute the roadmap for AI-powered support experiences—including chatbot, agent assist, IVR, and support center—while identifying new tools and technologies that can further transform service delivery.

• Partner with Product, Engineering, and AI teams to design and deploy intelligent automation that improves customer resolution and agent efficiency.

• Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery.

• Lead experimentation and testing efforts (e.g., A/B tests) to validate new concepts, refine performance, and reduce cost-per-contact.

• Evolve the Support Center experience by improving usability, structure, and discoverability—positioning it as a central destination for both self-service support and customer education.

• Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels.

• Define and evolve KPIs for AI Enablement to align with company goals around engagement, cost efficiency, and retention, and take ownership of tracking, interpreting, and communicating these performance indicators.

• Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes.

• Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals.

Skills & Experience:

• 7+ years of experience in product operations, platform management, or CX technology—ideally within customer service environments.

• Proven success in implementing and scaling Generative AI and LLM-based solutions to enhance customer support experiences.

• Deep expertise in self-service and agent-assist systems, including chatbot and voice bot frameworks, agent-facing AI tools, support center architecture, real-time knowledge delivery, and content governance.

• Strong strategic thinking with the ability to connect customer needs, technical capabilities, and business objectives.

• Demonstrated ability to lead cross-functional collaboration across Product, Engineering, and CX teams.

• Highly analytical and experimentation-driven, with hands-on experience in funnel analysis, A/B testing, and performance optimization.

• Exceptional communication and storytelling skills—able to translate technical insights into actionable business impact.

Bonus If You Have:

• Experience with platforms like Ada, Salesforce Einstein, Amazon Connect, and other AI offerings. 

• Familiarity with support metrics like containment rate, resolution rate, cost per contact, and CSAT.

• Exposure to CX innovation, in-product support, or customer education design.

Helping people discover their story is at the heart of ours. Ancestry is the largest provider of family history and personal DNA testing, harnessing a powerful combination of information, science and technology to help people discover their family history and stories that were never possible before. Ancestry’s suite of products includes: AncestryDNA, AncestryProGenealogists, Fold3, Newspapers.com, Find a Grave, Archives.com, and Rootsweb. We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at http://ancestry.com/careers

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity. We are pleased to share the base salary range for this position: $100,620 - $125,750 with eligibility for bonus, equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience. We will share detailed compensation data for a specific location during the recruiting process. Read more about our benefits HERE.

*Note: Disclosure as required by sb19-085(8-5-20) and sb1162(1-1-23)

Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

All job offers are contingent on a background check screen that complies with applicable law.  For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  

Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.