AI Chatbot Operations Manager
Posted Today by Totaljobs
£50,000 Per year
Undetermined
Undetermined
Sutton Coldfield, West Midlands
Summary: The AI Chatbot Operations Manager at Once For All will oversee the deployment and optimization of a customer chatbot on Intercom, focusing on the French and British markets. This role involves designing chatbot prompts, auditing knowledge bases, and producing performance reports to support the company's AI strategy. The ideal candidate will have extensive operational experience with chatbot platforms and a strong understanding of conversational design principles. Additionally, proficiency in both French and English is advantageous for this position.
Key Responsibilities:
- Design and improve chatbot prompts in French and English, writing, testing, impact measurement, iteration.
- Formalise a continuous improvement cycle and document the principles of conversational design.
- Audit and restructure the knowledge base (Intercom Articles) on the FR and UK markets.
- Keep content up to date in collaboration with business teams (contracts, products, processes).
- Build monitoring dashboards: resolution rate, CSAT, escalations, cost per resolution, abandonment.
- Produce regular reports for the Head of Operational AI and group operations. Detect anomalies in Intercom.
- Support the expansion of the chatbot to new products, question categories, and markets. Define the prompt and content requirements for each new scope.
Key Skills:
- 4 to 5 years of operational experience on a chatbot platform. Intercom preferred; Zendesk AI, Ada, Live Person or Drift accepted.
- Experience in designing and optimizing prompts, with measurable results (resolution rate, CSAT).
- Understanding of how LLM chatbots work: grounding, retrieval, hallucination, enough to diagnose and correct.
- Excel or Google Sheets: autonomous construction of reports from platform data.
- Structured knowledge base management (Intercom Articles, Zendesk Guide, Notion, Confluence or equivalent).
- Advantageous if you are proficient in both French and English.
- Curiosity about applied AI. You are interested in the next step, not just maintenance.
- Experience in an international or multi-market context.
- Knowledge of the construction industry or compliance platforms.
Salary (Rate): £50,000 a year
City: Sutton Coldfield
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary:
We are looking for an AI Chatbot Operations Manager to support our group AI strategy, we are deploying a customer chatbot on Intercom, which is active in the French and British markets.
Job Responsibilities:
- Design and improve chatbot prompts in French and English, writing, testing, impact measurement, iteration.
- Formalise a continuous improvement cycle and document the principles of conversational design.
- Audit and restructure the knowledge base (Intercom Articles) on the FR and UK markets.
- Keep content up to date in collaboration with business teams(contracts, products, processes).
- Build monitoring dashboards: resolution rate, CSAT, escalations, cost per resolution, abandonment.
- Produce regular reports for the Head of Operational AI and group operations. Detect anomalies in Intercom.
- Support the expansion of the chatbot to new products, question categories, and markets. Define the prompt and content requirements for each new scope.
Candidate Requirements:
Technical skills
- 4 to 5 years of operational experience on a chatbot platform. Intercom preferred; Zendesk AI, Ada, Live Person or Drift accepted.
- Experience in designing and optimizing prompts, with measurable results (resolution rate, CSAT).
- Understanding of how LLM chatbots work: grounding, retrieval, hallucination, enough to diagnose and correct.
- Excel or Google Sheets: autonomous construction of reports from platform data.
- Structured knowledge base management (Intercom Articles, Zendesk Guide, Notion, Confluence or equivalent).
Additional advantages
- Advantageous if you are proficient in both French and English.
- You execute methodically and you also know how to step back.
- Curiosity about applied AI. You are interested in the next step, not just maintenance.
- Experience in an international or multi-market context.
- Knowledge of the construction industry or compliance platforms.
What we offer:
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstoke office