NEW! Chatbot Product Manager (Operations) (Contract)

• Oversee day-to-day chatbot operations to ensure optimal performance, accuracy, and user experience.
• Drive initiatives to increase chatbot adoption and enhance functionality based on user behaviour, feedback, and business needs.
• Design, review, and optimise conversation flows, including disambiguation logic, escalation paths, and content governance.
• Monitor chatbot performance dashboards, analyse key metrics (e.g., intent accuracy, containment, CSAT), and implement improvements.
• Collaborate with UI/UX, Technology, Business, and Distribution teams to deliver enhancements and new features.
• Manage FAQs, knowledge alignment with CRM/email templates, compliance approvals, and documentation (SOPs, playbooks, change logs).
• Participate in requirements gathering, solution design, testing, and end-to-end UAT to ensure successful production deployment.

Requirements

• Hands-on experience with IBM Watson Assistant and/or Haptik, including dialog design and training data management.
• Ability to interpret chatbot analytics dashboards and generate insights using Excel or BI tools.
• Good understanding of AI/chatbot development tools, frameworks, and industry landscape.
• Exposure to CRM or Contact Centre platforms (e.g., Salesforce Service Cloud) is an advantage.
• Minimum 1 year of experience in chatbot operations or conversational AI management.