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Manager, AI Chatbot Experience

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Product
  • Toronto
    Remote
  • Quick Apply

AI generated summary

  • You need a relevant degree, experience in conversational AI, strong NLP understanding, technical API skills, data-driven decision-making, excellent communication, vendor management, and leadership experience.
  • You will own the chatbot experience, manage QA, optimize prompts, integrate systems, oversee vendor relations, and drive continuous improvement through user feedback and industry trends.

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field
  • Experience and passion for conversational AI, chatbot optimization, product management, or a related field
  • Strong understanding of natural language processing (NLP) concepts and frameworks
  • Demonstrated experience in configuring API integrations and managing technical implementations
  • Analytical mindset with experience leveraging data to drive decision-making
  • Excellent communication, organization and stakeholder management skills
  • Experience in vendor management, including contract negotiations and performance monitoring
  • Proven leadership experience with the ability to manage and motivate a team

Responsibilities

  • As the Manager, AI Chatbot Experience, you will take full ownership of the chatbot's performance, user experience, and rapid ongoing improvement
  • You will lead a dedicated team that is ultimately responsible for ensuring high-quality client responses and seamless integrations with our other CXO systems and tools
  • Responsibilities of this role and team include but are not limited to: Continuous QA, testing, and “bot bashing”, making enhancements to underlying prompts and content, integrating the chatbot with other systems and platforms, ongoing vendor management and, collaborating with Product Management on the entirety of the chatbot experience
  • This position offers a unique opportunity to shape and refine our chatbot’s role in delivering exceptional user experiences and driving business value
  • Own the end-to-end chatbot experience. Define and implement a strategic roadmap for the chatbot to align with organizational goals and user needs. Continuously test, monitor and analyze chatbot conversations and performance metrics to identify areas for improvement and innovation
  • Manage and mentor a team conducting continuous quality assurance (QA) to ensure chatbot responses are accurate, consistent, and aligned with brand voice
  • Optimize chatbot prompts and content. Oversee the development, testing, and refinement of chatbot prompts and underlying content to enhance conversational quality. Collaborate with cross-functional teams (e.g., marketing, product, and support) to align with broader business initiatives
  • Configure and maintain integrations between the chatbot and other platforms, tools, and systems to enhance functionality and provide seamless experiences. Work closely with vendors and internal development teams to ensure technical stability and compliance with security standards
  • Serve as the primary point of contact for chatbot vendors, negotiating contracts, managing budgets, and ensuring delivery of agreed-upon services. Stay informed about vendor updates, new features, and emerging technologies to identify opportunities for innovation
  • Drive continuous improvement Gather user feedback and translate insights into actionable improvements. Stay updated on industry trends, best practices, and emerging technologies to maintain a competitive edge in chatbot experience design

FAQs

What is the primary focus of the Manager, AI Chatbot Experience role at Wealthsimple?

The primary focus is to take full ownership of the chatbot's performance, user experience, and ongoing improvements, ensuring high-quality client responses and seamless integrations with other Customer Experience Operations systems and tools.

What qualifications are required for the Manager, AI Chatbot Experience position?

A Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field is required, along with experience and passion for conversational AI, chatbot optimization, and product management, among other qualifications.

What are the main responsibilities of the Manager, AI Chatbot Experience?

The main responsibilities include owning the end-to-end chatbot experience, managing a team for continuous quality assurance, optimizing chatbot prompts and content, configuring integrations with other platforms, managing vendor relationships, and driving continuous improvement through user feedback.

Is experience with natural language processing (NLP) important for this role?

Yes, a strong understanding of natural language processing (NLP) concepts and frameworks is essential for enhancing the chatbot's conversational quality and effectiveness.

What type of team culture does Wealthsimple promote?

Wealthsimple promotes a culture of collaboration, simplicity, humility, and inclusivity, encouraging high-performing teams where individuals can be inspired to do their best work.

What benefits does Wealthsimple offer to employees in this role?

Benefits include a competitive salary, top-tier health benefits and life insurance, retirement savings matching, vacation days, wellness and professional development budgets, an international work program, and company-wide wellness days off.

Will I be working with other teams in the company?

Yes, collaboration with cross-functional teams (e.g., marketing, product, and support) is a vital part of the role to ensure alignment with broader business initiatives.

How does Wealthsimple support a diverse workforce?

Wealthsimple encourages applications from everyone, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status, as part of their commitment to diversity, equity, and inclusion.

What is the process in place for providing accommodations for candidates?

Wealthsimple is committed to providing an accessible candidate experience and will work with applicants to provide necessary support and reasonable accommodations throughout the interview process and beyond.

Is there a mentorship aspect in this role?

Yes, the role involves managing and mentoring a team to ensure quality assurance and to enhance their capabilities in optimizing the chatbot experience.