Senior Executive

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time
Position Title

Senior Executive, Digital Products, Chatbot

Report To

Manager, Digital Product

Role Purpose
  • Oversee Chatbot Operations: Manage the daily functioning and ensure the smooth operation of the chatbot.
  • Enhance User Experience: Ensure the chatbot delivers accurate, helpful, and current information to improve user interaction.
  • Drive Continuous Improvement: Facilitate the ongoing training and evolution of the chatbot's capabilities.
  • Support Business Objectives: Align chatbot performance with overall company goals.
  • Maintain Chatbot Health: Monitor and ensure the optimal performance and well-being of the chatbot system.
  • Collaborate Cross-Functionally: Work with various business units and subject matter experts to gather information and ensure the chatbot meets diverse needs.
Key Accountability
  • Strategically oversee the continuous evolution and optimization of the chatbot's performance and capabilities.
  • Direct the ongoing training and fine-tuning of the chatbot's Natural Language Understanding (NLU) model for peak accuracy and relevance.
  • Champion the development and implementation of advanced strategies for the chatbot's continuous learning and adaptation.
  • Lead initiatives to enhance dialogue flows and effectively resolve complex user queries.
  • Ensure all chatbot content, including FAQs and knowledge base articles, is consistently accurate, current, and strategically managed.
  • Establish and maintain robust processes for content governance, updates, and approvals across business units.
  • Define, track, and report on key chatbot performance metrics, providing actionable insights to stakeholders.
  • Cultivate and manage strong relationships with internal stakeholders to align on chatbot goals and drive strategic initiatives.

  • Provide expert guidance on new chatbot features and enhancements from a user experience and training perspective.

  • Proactively identify trends in user interactions to capitalize on opportunities and mitigate potential issues.

Qualification & Working Experience
  • Bachelor's degree in Computer Science, Information Technology or a related field.
  • 5 years of experience in a role focused on chatbot management, AI training, content management, or a similar digital customer experience function.
Areas of Experience
  • Strong understanding of Natural Language Processing (NLP) and Natural Language Understanding (NLU) concepts.
  • Excellent analytical skills with the ability to interpret data and draw actionable insights from conversation logs.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
  • Strong organizational skills and attention to detail, with the ability to manage multiple priorities.
Personality Traits

Proactive and self-motivated with a continuous improvement mindset

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