Conversational Service Manager

About the role

Join Etihad’s Digital Experience team to lead the operational performance of its AI‑driven customer service channels, including chat, IVR, WhatsApp and webchat. You will ensure the conversational AI ecosystem delivers accurate, reliable and brand‑aligned interactions for passengers.

Key responsibilities

• Monitor daily chat and voice transcripts to identify friction points, fallback events and opportunities for improvement.
• Proactively detect and eliminate AI hallucinations, factual errors and off‑brand responses generated by large language models.
• Analyze bot resolution and containment metrics, refining intent mappings and dialogue flows to increase autonomous handling.
• Review fallout logs, reclassify user inputs and continuously train NLU models for higher recognition accuracy.
• Maintain and update knowledge sources such as baggage policies, flight‑change procedures and disruption handling to prevent outdated information.
• Test prompt updates, logic changes and content enhancements in staging environments before production rollout.
• Identify emerging passenger pain points and recommend new self‑service capabilities like automated rebooking and real‑time flight status.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or a related field.
• 7+ years of experience in digital customer operations, contact‑centre technology or digital product management.
• At least 3 years of hands‑on experience managing conversational AI or chatbot platforms.

Required skills

• Prompt engineering
• LLM monitoring and fine‑tuning
• NLU model training and optimization
• AI chatbot performance management

What we offer

• Opportunity to shape the AI customer experience for a leading airline.
• Collaborative environment with cross‑functional digital teams.
• Access to cutting‑edge AI technologies and data.