CX Manager, AI Optimization

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through Hollywood Casino, theScore Bet Sportsbook, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role & Team

We’re looking for an CX Manager, AI Optimization to lead the evolution of our customer support experience through AI, automation, knowledge management, and platform optimization. In this role, you’ll own the strategy and execution of our support technologies—including Zendesk and AI-powered tools—while identifying opportunities to streamline operations, improve self-service, and empower both customers and agents. Working cross-functionally with Product, Operations, and other business partners, you’ll drive scalable solutions, optimize support workflows, and ensure our knowledge ecosystem evolves alongside our products and customer needs.

About the Work

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption.
• Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
• Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences.
• Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement.
• Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities.
• Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies.
• Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence.
• Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

About You

• 4+ years of experience in Customer Experience, Customer Support Operations, CX Systems, Product Management, or a related field.
• 2+ years of experience administering and optimizing customer support platforms, including configuring workflows, automations, and support technologies.
• Experience implementi…