Public Storage is seeking an AI Business Manager to drive the strategy, implementation, and continuous optimization of AI-powered customer experience initiatives. This role sits at the intersection of business strategy and technology execution — partnering closely with IT, Customer Service teams, Marketing, and Field Operations to deliver AI solutions that enhance customer satisfaction, drive revenue growth, and improve operational efficiency.
You'll play a key role in connecting technical teams and business stakeholders, gathering feedback from frontline users, advocating for customer needs, and driving iterative improvements to AI systems. This role requires a test-and-evolve mindset — someone who thrives on experimentation, learns from data, and isn't afraid to pivot based on real-world results.
What You'll Do
AI Strategy & Cross-Functional Partnership
Lead business-side AI initiatives from concept through deployment and ongoing optimization
Partner with IT to translate business requirements into technical specifications and guide AI design decisions
Collaborate with Customer Service teams to understand agent pain points, gather feedback on AI performance, and identify opportunities for automation or enhancement
Work with Marketing to ensure AI interactions align with brand voice, campaign messaging, and customer acquisition strategies
Engage Field Operations to capture facility-level insights and ensure AI solutions support property management workflows
Define business requirements, success metrics, and ROI models for AI projects
Act as the central point of coordination across departments to ensure alignment and shared ownership
Feedback Collection & Continuous Improvement
Establish feedback loops with Customer Service agents, supervisors, and Field teams to assess AI effectiveness
Conduct regular listening sessions, surveys, and usage analysis to identify friction points and improvement opportunities
Monitor AI performance metrics (CSAT, resolution rates, deflection, sentiment, agent satisfaction) and drive action plans
Champion a test-and-learn culture — design A/B tests, pilot programs, and experiments to validate hypotheses
Rapidly iterate on AI experiences based on customer behavior, agent input, and business outcomes
Translate qualitative feedback into actionable requirements for IT and vendor partners
Stakeholder Management & Influence
Present AI strategy, progress, and recommendations to executive leadership with clarity and confidence
Build cross-functional buy-in from Operations, Care Center, Marketing, and Field teams
Act as the "voice of the business" in technical discussions — ensuring solutions align with customer and employee needs
Influence skeptics and champions alike to embrace AI as a strategic enabler
Facilitate workshops, training sessions, and change management efforts across all partner teams
Customer Experience Optimization
Analyze customer journey pain points and identify AI-driven solutions
Design and recommend improvements to AI interactions based on customer feedback, behavioral data, and frontline insights
Ensure AI solutions enhance — not replace — the human touch in critical moments
Balance automation efficiency with empathy and brand consistency
Advocate for the customer in every design decision and trade-off discussion
Business Analysis & Strategic Guidance
Evaluate AI design options and trade-offs (cost, complexity, customer impact, scalability)
Provide guidance on testing approaches, success criteria, and rollout strategies
Track KPIs, report on business impact, and recommend course corrections
Stay current on AI trends, competitive landscape, and emerging technologies
Public Storage
https://careers.smartrecruiters.com/publicstorage