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Senior Executive - Digital Product, Chatbot

Senior Executive - Digital Product, Chatbot

Malaysia AirlinesKuala Lumpur, Kuala Lumpur, Malaysia
8 hari lalu
Penerangan pekerjaan

Senior Executive - Digital Product, Chatbot

Position Title

Senior Executive, Digital Products, Chatbot

Report To

Manager, Digital Product

Role Purpose

  • Oversee Chatbot Operations : Manage the daily functioning and ensure the smooth operation of the chatbot.
  • Enhance User Experience : Ensure the chatbot delivers accurate, helpful, and current information to improve user interaction.
  • Drive Continuous Improvement : Facilitate the ongoing training and evolution of the chatbot's capabilities.
  • Support Business Objectives : Align chatbot performance with overall company goals.
  • Maintain Chatbot Health : Monitor and ensure the optimal performance and well‑being of the chatbot system.
  • Collaborate Cross‑Functionally : Work with various business units and subject matter experts to gather information and ensure the chatbot meets diverse needs.

Key Accountability

  • Strategically oversee the continuous evolution and optimization of the chatbot's performance and capabilities.
  • Direct the ongoing training and fine‑tuning of the chatbot's Natural Language Understanding (NLU) model for peak accuracy and relevance.
  • Champion the development and implementation of advanced strategies for the chatbot's continuous learning and adaptation.
  • Lead initiatives to enhance dialogue flows and effectively resolve complex user queries.
  • Ensure all chatbot content, including FAQs and knowledge base articles, is consistently accurate, current, and strategically managed.
  • Establish and maintain robust processes for content governance, updates, and approvals across business units.
  • Define, track, and report on key chatbot performance metrics, providing actionable insights to stakeholders.
  • Cultivate and manage strong relationships with internal stakeholders to align on chatbot goals and drive strategic initiatives.
  • Provide expert guidance on new chatbot features and enhancements from a user experience and training perspective.
  • Proactively identify trends in user interactions to capitalize on opportunities and mitigate potential issues.

    • Qualification & Working Experience

  • Bachelor's degree in Computer Science, Information Technology or a related field.
  • 5 years of experience in a role focused on chatbot management, AI training, content management, or a similar digital customer experience function.

    • Areas of Experience

  • Strong understanding of Natural Language Processing (NLP) and Natural Language Understanding (NLU) concepts.
  • Excellent analytical skills with the ability to interpret data and draw actionable insights from conversation logs.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
  • Strong organizational skills and attention to detail, with the ability to manage multiple priorities.

    • Personality Traits

    Proactive and self‑motivated with a continuous improvement mindset

    Seniority level

    Mid‑Senior level

    Employment type

    Full‑time

    Job function

    Business Development and Sales

    Industries

    Airlines and Aviation

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