Job Description
Job Details
The Sr. Chabot Experience Manager is responsible for transforming our approach to digital customer support by delivering a guided, personalized experience via automated bot technology. This role requires an elegant blending of artificial intelligence, conversational UI, subject matter expertise, and a willingness to test and learn . Success will be measured by delivering bot solutions that resolve issues quickly without the need for assisted support and drive increased customer satisfaction across our digital experiences.
The ideal candidate has a proven track record of delivering bot technologies with a clear customer and business impact. The candidate has deep expertise in executing transformational change that leverages new technology, process, and operating models. The individual will have a high sense of urgency, strong executive presence, and an outstanding history of partnering with a broad cross-functional organization that is laser focused on delivering to customer needs.
Responsibilities
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Drive the end-to-end customer experience of the chatbot, including the design, brand, tone, content, flows, and interaction model.
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Work closely with product teams to develop business requirements, use cases, and high-level customer experience requirements.
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Conduct test & learn experiments using rigorous approaches and measurement methods (A/B tests, statistical methods) to evaluate their effectiveness.
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Use customer & industry research to challenge and validate design decisions in an ongoing development process that continuously evolves to meet changing customer needs.
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Analyze the current state of applications and workflows, identify valuable opportunities, and create design solutions that meet measurable business goals and requirements.
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Define and track KPIs related to chatbot efficacy, and be able to communicate trends, identify root cause analysis, and define actions in weekly executive reviews.
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Quickly yet thoroughly create process flows, wireframes, and visual design mockups to effectively conceptualize and communicate detailed interaction behaviours that can be tied back to customer value.
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Serve as a subject matter expert, mentoring customer teams in the effective application of conversation standards and user-centered design principles and techniques.
Requirements:
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Undergraduate degree in a relevant discipline (Marketing, Business, Computer Science, Mathematics, Information Management, Human-Computer Interaction Design, etc.)
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5+ years of professional experience managing chatbot implementations for large, global websites
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Previous experience with chatbots, conversational AI, data science, natural language processing (NLP), and natural language understanding (NLU)
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Demonstrated analytical ability to identify and communicate actionable data insights with the appropriate level of detail for multiple audiences
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Ability to work effectively with a geographically dispersed team
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Excellent written and verbal communication skills
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Experience partnering with experience managers, product managers, and engineers to release features, products, and/or services
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Strong cross-functional collaboration and communication skills
Preferred
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Experience in technical customer support
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Experience with Salesforce Einstein
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Experience with Salesforce tools (specifically Service Cloud & Experience Cloud) and/or CRM applications