About the Role
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. You will own the technical architecture of our AI service delivery, translating complex business requirements from Subject Matter Experts (SMEs) and functional owners into scalable, automated workflows using low-code/no-code tools. Your core mission is to design the systems that unlock Services & Support team productivity, build seamless internal copilot experiences, and drive world-class self-service outcomes for our global customers.
This role is based in our San Francisco office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.
What you'll achieve
- 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.
About you
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- 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. It’s a plus if you have experience with SFDC, Fin, and Asana.
- Advanced hands-on familiarity with conversational AI platforms, LLM prompt engineering, and low-code/no-code automation tools. Deep experience integrating these tools into enterprise ticketing platforms (ideally Service Cloud and Salesforce ecosystems) is highly preferred.
- Exceptional cross-functional communicator and collaborator able to influence and align with Support, Product, Engineering, and vendor teams at all levels. You excel at taking abstract operational goals and turning them into precise technical logic.
- Operationally-minded with a bias for simplification, usability, and automation. You possess a deep understanding of customer journey mapping, logic branching, and conditional routing.
- Strong ability to assess tool usage, analyze workflow bottlenecks, and ensure all AI systems enable meaningful data reporting to back up optimization choices.
- Curious, proactive, and autonomous. You hold yourself accountable for outcomes, frame and confront complex workflow issues, and bring data-backed recommendations for resolution to leadership.
- Skilled at documenting complex systems clearly and helping train or enable support delivery teams on new AI workflows and copilot tools.