Conversional Service Manager

Abu DhabiOn-site5–10 yrsFull-time

Responsibilities

Manage the daily operational health and performance of conversational AI bots across chat, IVR, and social channels. Focus on eliminating AI hallucinations, optimizing bot resolution rates, and fine-tuning NLU models to improve passenger self-service.

Requirements

Requires a Bachelor's degree in Computer Science or Information Systems. Candidates need 7+ years of experience in digital customer operations or product management, with at least 3 years specifically managing conversational AI platforms.

Key skills

Conversational AI ManagementNLU TuningPrompt EngineeringLLM MonitoringData AnalysisBot Resolution OptimizationCustomer Journey MappingDigital Product ManagementContact Center TechnologyKnowledge Base ManagementA/B TestingIntent Mapping

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