Conversational Service Manager

Job Overview

Become a vital member of Etihad's Digital Experience team, spearheading the management and continuous improvement of the airline's conversational AI interfaces across chat, IVR, and social platforms such as WhatsApp and Webchat. This role demands an analytical mindset and hands-on approach to maintain and enhance the performance, accuracy, and dependability of AI-driven customer interactions.

Key Responsibilities

• Dive into daily chat and voice transcripts to analyze customer interactions, identify friction points, and understand reasons behind query failures or drop-offs.
• Examine fallback logs and conversation flows to detect recurring challenges and avenues for refinement.
• Monitor AI-generated content proactively to detect and rectify hallucinations, factual errors, and non-aligned responses.
• Adjust prompts, guardrails, and knowledge inputs to uphold response accuracy and brand consistency.
• Review Bot Resolution and Containment metrics to pinpoint high-volume queries that escalate to live agents and enhance conversational designs to boost autonomous query resolution.
• Analyze fallout logs and unhandled intents to spot gaps in understanding; update training phrases and reclassify user inputs to refine NLU model precision.
• Ensure AI knowledge bases, including baggage policies and disruption procedures, are current, structured, and properly integrated to prevent misinformation.
• Test and validate conversational updates in staging before production deployment, measuring impact against benchmarks.
• Assess passenger behavior and emerging trends to recommend innovative self-service functionalities aligned with the digital roadmap.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a relevant discipline.
• Over 7 years of experience in digital customer operations, contact center tech, or digital product management.
• Minimum 3 years managing conversational AI tools including chatbots, virtual assistants, or voice bots.
• Expertise in NLU, chatbot optimization, conversation analytics, and AI performance evaluation.
• Strong analytical skills directed at enhancing customer experience and promoting self-service uptake.

Additional Information

Etihad Airways is the UAE’s flagship airline dedicated to connecting global communities with unmatched experiences while pursuing ambitious expansion plans under "Journey 2030". Join to be part of a globally minded workplace with a focus on innovation and excellence.

Recruitment Fraud Notice: Candidates beware of scams impersonating Etihad recruiters. The company never requests personal or financial information nor payments during hiring. Interviews are conducted via face-to-face or scheduled video/phone calls only. Report any suspicious requests for money as fraud.