MealPal · New York, NY, United States, United States
The Role
Own and improve customer support AI agents, AI-powered lifecycle marketing campaigns, customer journeys, segmentation, personalization, and workflow automations. Analyze customer conversations and data, launch experiments across email and SMS, measure performance, resolve escalations, and turn customer insights into improvements in marketing, onboarding, support, and retention. The role requires independent project ownership, strong writing, analytical skills, and hands-on AI and automation experience.
Summary Generated by Built In
Hi there, thanks for checking out our Customer Marketing & AI Lead role! This role is based in our New York, NY office (Monday-Friday on site).
Please apply for this role at:
https://mealpaldelivery.typeform.com/to/K1i5iHga
We’re looking for a curious, hands-on problem solver to improve how we support, engage, and grow our customer base through AI.
Our AI agents already respond to customer inquiries. You’ll own making them significantly better: more accurate, more helpful, and capable of resolving more issues. You’ll also apply AI to our marketing campaigns -- building smarter workflows for customer acquisition, onboarding, engagement, and retention.
This role is ideal for someone who enjoys getting into the details, figuring out why something isn’t working, and building a better solution. You’ll move between analyzing customer conversations, refining AI agents, launching marketing experiments, and measuring results. You’ll have the autonomy to identify opportunities and the responsibility to bring them to life.
Current or former consultants who enjoy hands-on execution could be a great fit. You’ll apply structured thinking to open-ended business problems, work directly with MealPal’s leadership, and own implementation from the first idea through launch and ongoing improvement.
Responsibilities:
▪️ Own and improve our customer support AI agents. Review conversations and refine agent instructions, knowledge sources, tone, and workflows to deliver accurate, helpful responses that reflect MealPal’s policies and brand.
▪️ Build and launch AI-powered marketing campaigns. Use AI to develop and test campaign concepts, copy, and creative variations across email, SMS, and other marketing channels. Own execution and measure results.
▪️ Create smarter customer journeys. Build automated campaigns that respond to customer behavior—from signing up and ordering a first meal to forming a lunch habit, renewing, or returning after time away.
▪️ Improve segmentation and personalization. Use customer data and insights to make messages, offers, and timing more relevant to different audiences.
▪️ Turn customer insights into growth opportunities. Identify recurring questions, objections, and sources of frustration, then use those findings to improve marketing messages, onboarding, and the product experience.
▪️ Implement and improve automations. Connect tools, streamline repetitive tasks, and build workflows that improve support and campaign execution. Partner with engineering when deeper integrations are needed.
▪️ Test, measure, and iterate. Test AI agents and workflows against real customer scenarios before launch. Monitor accuracy, brand consistency, and performance, then use structured experiments to improve customer satisfaction, resolution rates, campaign conversion, and retention
▪️ Stay close to customers. Handle complex customer issues and escalations with empathy and sound judgment, using what you learn to improve both our AI agents and customer communications.
Requirements:
There’s no single background for this role. You might come from consulting, marketing, product, customer experience, or operations. We’re most interested in how you solve problems, what you’ve built, and how quickly you learn. You don’t need to meet every qualification below.
▪️ A track record of independently leading projects, solving ambiguous business problems, and delivering measurable results. You’ve taken increasing ownership in your career and are ready to own a broad remit, working directly with company leadership.
▪️ Hands-on experience building or improving AI agents, automations, or connected workflows. This can come from work or personal projects—we’ll want to hear what you built, how you tested it, and what you learned.
▪️ Experience executing email, SMS, or lifecycle marketing campaigns, including segmentation, testing, and performance analysis.
▪️ Comfort working with Excel and large data sets to identify opportunities, prioritize work, and measure impact.
▪️ Exceptional writing skills and strong judgment about tone, accuracy, and customer motivation.
▪️ Curiosity, initiative, experimentation, ability to learn new tools, and ability to take projects from idea to implementation.
Compensation & Benefits
Compensation: $125,000 - $175,000 annually
Benefits: Health, dental, vision, 401(k) with company match, paid time off, parental leave, flexible work arrangements, professional development stipend, wellness programs, and more.
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