Supervisor, AI/Chatbot Operations

2 days ago

Manila, National Capital Region, Philippines Monee Full time

Job Description

  • Manage a team of chatbot analysts and oversee development cycles, integrations, and releases related to chatbot platforms.
  • Ensure timely delivery of chatbot enhancements and fixes.
  • Analyze user interaction data to improve chatbot performance, accuracy, and containment rates.
  • Oversee testing, training, and fine-tuning of NLP/NLU models. Monitor KPIs (e.g., deflection rate, CSAT) and report to senior leadership.
  • Ensure chatbot compliance with banking regulations, data privacy laws, and internal security protocols.

Requirements

  • At least 6 years of experience in digital transformation, chatbot/AI development, or related roles. preferably within the banking, fintech, or payments industry, or in a related role.
  • At least 2 years of experience supervising or managing teams in chatbot or conversational AI initiatives.
  • Bachelor's degree in a related field is a plus.
  • Strong experience with at least one major chatbot/NLP platform (e.g., Dialogflow, Watson, Lex, Rasa).
  • Solid understanding of banking operations, regulatory environment, and customer service workflows.
  • Proven project management and cross-team collaboration skills.
  • Strong communication and stakeholder management abilities.
  • Must have good time management skills to handle BAU and strategic projects.

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