Senior Manager - Strategic Initiatives (AI)

We are looking for an AI Chatbot Manager to lead the development and optimization of a conversational chatbot for both sales and service at Club Mahindra.

This role involves overseeing chatbot interactions across multiple platforms, including our website, mobile app, and WhatsApp, with a focus on improving customer experience and engagement.

The ideal candidate will have experience in chatbot management, AI, and natural language processing (NLP), and will play a crucial role in enhancing our chatbots performance to better serve our customers.

Key Responsibilities:

• Chatbot Development & Optimization
• Manage chatbot operations for sales and service on website, mobile app, and WhatsApp.
• Continuously optimize chatbot responses for efficiency, accuracy, and user engagement.
• Implement AI and NLP techniques to improve the chatbot’s conversational capabilities.
• Collaborate with development teams to refine chatbot scripts and workflows.
• Data Monitoring & Performance Analysis
• Monitor chatbot performance metrics like response times, resolution rates, and customer satisfaction.
• Analyze chatbot interactions and feedback to identify areas for improvement.
• Prepare and share reports to support data-driven decisions and strategy.
• Collaboration with Teams
• Work with customer support, marketing, and product teams to align the chatbot with business objectives.
• Assist in integrating the chatbot with CRM, analytics tools, and other automation systems.
• Train and support internal teams on chatbot feature and best practices.
• Enhance User Experience
• Ensure the chatbot delivers a seamless, personalized, and engaging customer experience.
• Develop strategies to make chatbot responses feel more natural and human-like.
• Conduct A/B testing on chatbot scripts to identify the most effective communication styles.

Qualifications & Skills:

• Education:
• Bachelor’s degree in computer science, IT, Business Administration, or related field.
• Experience:
• 5-7 years of experience in chatbot management, AI-driven platforms, or customer support automation.
• Skills:
• Strong knowledge of chatbot frameworks (e.g., Dialog flow, WhatsApp Business API).
• Proficient in NLP and AI-driven customer service tools.
• Familiarity with customer experience metrics and conversational design principles.
• Expertise in chatbot analytics tools, CRM software, and cloud platforms (AWS, Azure, Google Cloud).
• Excellent problem-solving, analytical, and communication skills.
• Experience with cloud services like Omalia, Kore.ai, Salesforce, and others is a plus.