About the job
The AI Prompt & Workflow Designer is the strategic architect and hands-on lead responsible for the design, construction, optimization, and maintenance of Asana’s Support & Services AI workflows, chatbots, and internal copilots. Reporting to the Operations Manager - Tools & Automation, this senior individual contributor role acts as the definitive bridge between business stakeholders, Support & Services leadership, and our enterprise technology stack.
Responsibilities
Partner directly with Services & Support leadership, functional owners, and technical SMEs to capture ambiguous business requirements and architect them into highly effective, structured AI workflow blueprints
Lead the hands-on creation, configuration, and long-term maintenance of external-facing customer chatbots and internal AI copilots designed to assist employees in real-time
Define, test, and continually refine conversation design paths, complex prompt structures, and conditional routing logic to eliminate system hallucinations and maximize resolution accuracy
Partner closely with Customer Experience SMEs, Enterprise Technology, Product, and Engineering teams to stitch AI workflows and agent capabilities seamlessly into our core tech stack (e.g., Asana, Fin.ai, Salesforce, internal and external knowledge bases, and internal databases)
Continuously optimize customer-facing AI chat and search interfaces to drive measurable self-service resolution and deflection metrics without sacrificing customer satisfaction.
Build, test, and iterate on internal AI workflows that summarize cases, surfacing automated knowledge suggestions, and reducing manual post-case administrative work.
Performance Optimization: Autonomously monitor and analyze chatbot performance data, conversation logs, and workflow drop-off points to identify and execute immediate optimization strategies.
Technical Documentation: Own and maintain the master technical blueprints, workflow logic maps, and prompt libraries for all active AI integrations, ensuring clarity for both technical and non-technical audiences.
Vendor & Feature Evaluation: Proactively evaluate emerging AI technologies, LLM features, and vendor capabilities that can be integrated into the support tooling ecosystem to reduce manual effort.
Qualifications
Minimum
6+ years of experience in Support Operations, Business Systems, or a technical CX role within a high-growth B2B SaaS environment, with a proven track record of designing and building complex AI workflows, chatbots, or automated logic systems.
Preferred
Experience with SFDC, Fin, and Asana.
Deep experience integrating these tools into enterprise ticketing platforms (ideally Service Cloud and Salesforce ecosystems) is highly preferred.