Senior Program Manager, Faire
Customer Self-Service & Automation
$153-210k
+Equity
More information about location
2 days a week in office
Online wholesale marketplace
Posted today
Online wholesale marketplace
1001+ employees
Posted today
$153-210k
+Equity
More information about location
2 days a week in office
1001+ employees
Company mission
To empower entrepreneurs around the world to chase their dreams.
Role
Who you are
- The ideal candidate has a deep understanding of AI technologies, chatbot optimization, and testing and troubleshooting. You will also bring expertise in managing production and testing environments and should be familiar with integration tools like HighTouch to create integrations
- 5+ years in automation, systems management, or technical program management, ideally in a customer support or operations environment
- Proven experience with AI tools and platforms, including chatbot development and prompt engineering
- Knowledge of APIs, with hands-on experience in integration and use of programming languages such as Python, and Java/Kotlin
- Proficiency in using Zendesk and experience with data integration platforms like HighTouch
- Strong expertise in managing production and staging environments, with hands-on experience in testing, debugging, and automation troubleshooting
- Excellent communication skills, able to work cross-functionally and align technical solutions with business goals
- Data-driven approach to decision-making with a solid understanding of key performance metrics for automation and customer experience
What the job involves
- As Faire continues to expand, we are seeking an experienced Automation Manager to drive our customer-facing automation initiatives, focusing on scaling and optimizing our chatbot across the platform
- In this role, you’ll be responsible for implementing and refining our AI-powered solutions in tools like Zendesk and Chattermill, ensuring smooth, reliable, and impactful customer interactions
- Reporting to the Senior Manager of Customer Operations, the Automation Manager will play a pivotal role in building and scaling an automation framework that enhances customer satisfaction while increasing operational efficiency
- To succeed, you’ll work closely with cross-functional teams, aligning automation solutions with customer needs and operational goals, ensuring that every interaction with our chatbot delivers a high-value experience for our users
- Lead the design, development, and rollout of chatbot features, using AI tools to improve customer engagement and enable self-service options
- Integrate AI-driven chatbots across multiple platforms, ensuring consistent, high-quality customer interactions
- Design, implement, and refine automation workflows across chatbot platforms, Zendesk, and other tools to elevate customer satisfaction and efficiency
- Lead prompt engineering and debugging to improve chatbot response accuracy, identifying and addressing performance issues proactively
- Regularly assess and adjust automation processes based on customer feedback and shifting business requirements to increase support efficiency
- Define and enforce best practices for automation testing, maintaining high release quality that meets customer needs
- Partner with CX, product, and engineering teams to design automation and AI tools that improve the customer experience
- Use continuous improvement methods to find and fix technical issues in automated systems
- Track and report key metrics to evaluate automation success and provide updates to leadership on progress and impact
Application process
- Applications for this position will be accepted for a minimum of 30 days from the posting date
Our take
Faire is a company that helps retailers find and buy wholesale merchandise for their stores, pairing independent brands with retailers. The company connects two million retailers globally to tens of thousands of brands across the globe.
In addition to a large catalog, the company attracts smaller retailers by offering net 60-day terms and free returns to boost confident buying at unpredictable times. Faire has seen impressive growth, reporting 300% year-on-year volume growth and a valuation of over $12.6B following its most recent tranche of funding from Shopify.
This investment is funding its continuing expansion into European and Australian markets, while accelerating product development, focusing on its OS for wholesale. It is also hiring talent globally as it takes aim at becoming a kind of Amazon for local and indie brands that want to sell globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
109% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"I joined Faire over a month ago and the onboarding has been very comprehensive including some additional material that has been extremely helpful..."
Funding (last 2 of 10 rounds)
May 2022
$416m
SERIES G
Nov 2021
$400m
SERIES G
Total funding: $1.5bn
Company benefits
- Comprehensive healthcare
- All of our offices have been designed with local in mind—from our architects to our coffee blends
- Paid vacation time, holidays, and company-wide “Faire Fundays.”
- Including a monthly credit toward your wellness-related programs
- Generous parental and family leave, as well as fertility support benefits
- Including free access to Modern Health therapists and resources
- Optional morning meditation, plus a free Headspace membership
- Faire will match up to US$250 of your charitable donations, every year
- For personal and professional development, as well as unlimited access to training courses through LinkedIn Learning
- Whether you want to grow as a leader, hone your craft, or explore a new discipline, our career framework allows space for you to explore
Company values
- We serve our community
- We seek the truth
- We’re all owners
- We embrace the adventure
- We’re kind
Articles
Leadership
Max Rhodes
(CEO)Was previously an Advisor at Blunt Umbrellas and Director of Consumer Product at Square.
Daniele Perito
(Advisor)Former Director of Security and Risk Engineering at Square, prior to co-founding Faire.
Marcelo Cortes
(CTO)Previously a Senior Software Engineer at Google. Before that, co-founded FreePoint Inc.
Jeff Kolovson
(COO)Was Operations Lead at Square. Before that was a Business Analust for McKinsey and Co.
Salary benchmarks
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Diversity, Equity & Inclusion at Faire
Clarence Sanon (Engagement and Inclusion Manager)
- We have internal structures and mechanisms that acknowledge and counteract organizational bias while ensuring equitable opportunity across the organization.
- Our teams are balanced across demographic backgrounds and identities, ensuring equity at all levels of the organization and ensuring a region-specific nuance
- Faire Femmes: Our mission is to build a space that is inclusive, safe, and empowering for those who identify as women to succeed
- HUE: Our mission is to create a safe space where folks of colour can feel comfortable being themselves and talk to folks who get it. We want HUE members to feel confident expressing themselves, their culture, and their heritage
- Flaire: Our mission is to empower all Faire employees to express their whole selves at work, and to make Faire an inclusive environment for all members of the LGBTQ+ community
- Fairents: Our mission is to cultivate Faire into a company where working parents can thrive in their professional ambitions, maximize their impact supporting Faire business goals, and be successful in their pursuit of rewarding & fulfilling journeys as parents
- We have employee resource groups (ERGs) and a cross-functional Diversity, Equity, Inclusion, and Belonging Council (DEIB) at Faire. The DEIB Council works in collaboration with other functions to ensure integration and consideration of DEIB in policies, programs, products, and processes
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