Supervisor, AI/Chatbot Operations

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 expe...