AI Prompt & Workflow Designer

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 workflo