Conversational Service Manager

About the Role

Become a key member of the Digital Experience team tasked with ensuring the precision, dependability, and functionality of Etihad's conversational AI systems across multiple communication platforms such as Chat, IVR, WhatsApp, and Webchat. This position demands a highly analytical and practical approach to managing AI-driven customer service tools on a daily basis.

Key Responsibilities

• Conduct in-depth daily analyses of chat and voice transcripts to trace customer journeys, diagnose friction points, and determine causes for passenger inquiries that fail or drop off.
• Examine fallback logs and conversation flows to highlight recurring issues and areas for ongoing improvement.
• Actively monitor responses generated by GenAI and large language models to identify and remove inaccuracies, hallucinations, and ensure responses align with the brand voice.
• Adjust prompts, guidelines, and knowledge inputs to preserve accuracy and uniformity in AI replies.
• Evaluate daily Bot Resolution and Containment statistics to pinpoint frequent high-volume queries that are escalated to human agents, then refine conversational logic and intent mappings to maximize autonomous inquiry resolutions.
• Review failure logs and unrecognized intents to identify comprehension gaps, reclassify inputs, add new training data, and steadily enhance Natural Language Understanding models for better recognition and customer satisfaction.
• Maintain and update knowledge sources such as baggage policies, flight changes, and disruption management procedures to ensure data accuracy and prevent outdated or incorrect information from being presented.
• Test and validate improvements in controlled staging environments before deployment, measuring their impact against defined performance baselines.
• Study passenger behavior and channel trends to spot emerging customer challenges and identify opportunities for new self-service features, including automated rebooking, proactive disruption assistance, and instant flight status updates to support the digital product roadmap.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a closely related field.
• More than seven years of experience working in digital customer operations, contact center technologies, or digital product management roles.
• At least three years overseeing conversational AI platforms including chatbots, virtual assistants, or voice bots.
• Hands-on expertise with Natural Language Understanding, chatbot optimization, conversation analytics, and AI performance tracking.
• Strong aptitude for analytical thinking and problem-solving, geared towards enhancing customer experiences and boosting self-service adoption.

Additional Information

Etihad Airways is the UAE’s flagship airline, operating from its Abu Dhabi hub to connect cultures worldwide while pursuing its ambitious “Journey 2030” plan to expand its fleet, network, and workforce in a new era focused on excellence. Joining the team means becoming part of a global vision that turns the world into your workplace, creating extraordinary travel experiences.

Recruitment Fraud Warning: Beware of fake job offers allegedly from Etihad. Legitimate recruitment never requires payment or personal bank details and all interviews will be conducted face-to-face or via video/telephone prior to any offer.

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