Chatbot Lead - Customer Service

About the role

The Chatbot Lead will own the strategy and execution of initiatives that enhance the chatbot user experience for customer service. You will analyze performance metrics, coordinate cross‑functional teams, and ensure continuous improvement of AI models and solutions.

Key responsibilities

• Improve chatbot user experience through strategic initiatives and AI model enhancements.
• Analyze chatbot KPIs and OKRs to pinpoint improvement areas.
• Manage and prioritize projects, allocate resources, and create roadmaps and targets.
• Facilitate collaboration among stakeholders to align objectives, scope, and progress.
• Deliver tangible outcomes using strong analytical and pragmatic approaches.
• Communicate progress and insights regularly to management.

Required profile

• Bachelor’s degree in management engineering, industrial engineering, computer science, or business.
• Minimum 5 years of experience in project management or strategy.
• Proven ability to lead large, complex, cross‑functional projects and teams.
• Excellent stakeholder management, especially with senior leaders.
• Strong problem‑solving skills with the ability to derive insights from large, ambiguous data sets.
• Outstanding verbal and written communication skills.
• Experience in artificial intelligence, conversational design, or programming is a plus.

Required skills