ChatBot Delivery Manager

Synopsis



The Chatbot Delivery Manager is responsible for owning the end-to-end delivery, performance, and continuous optimisation of Etihad’s customer-facing conversational platforms, with a primary focus on the Chatbot and WhatsApp Business channel.

This role sits at the intersection of guest experience, conversational AI, and technology delivery. The successful candidate will design and manage complex customer journeys, evaluate and improve AI performance, and work closely with technology and data teams to ensure conversational solutions are accurate, resilient, scalable, and genuinely useful for guests.

The role requires a strong balance of technical depth, analytical thinking, and customer-centric product mindset, with a clear focus on improving guest outcomes rather than simply deploying technology.

Accountabilities

• Own and continuously optimise the end-to-end guest journey across Chatbot and WhatsApp channels, identifying drop-offs, failure points, and opportunities to improve guest satisfaction and service resolution.
• Design, visually map, and maintain complex multi-turn conversational flows, including error handling, fallbacks, edge cases, and personalisation logic.
• Analyse chatbot performance data to identify where conversations fail, where guests disengage, and where AI responses are inaccurate or misclassified.
• Lead ongoing performance validation of conversational AI models, identifying accuracy gaps, intent drift, and incorrect responses using data-driven analysis.
• Conduct regular audits of low-confidence utterances and fallback conversations to refine intent coverage and improve natural language understanding (NLU).
• Own the creation, labelling, validation, and quality assurance of chatbot training data, ensuring linguistic accuracy and coverage of real guest language.
• Monitor and report on key conversational AI performance metrics, including intent accuracy, confidence thresholds, fallback rates, and overall journey success.
• Partner closely with Technology, Digital, Data, and Engineering teams to challenge delivery timelines, prioritise enhancements, and drive efficient execution.
• Support testing activities by developing and executing detailed test scenarios to validate functionality, resilience, and end-to-end customer journeys across platforms.
• Contribute to the roadmap for chatbot and conversational AI capabilities by identifying new use cases and opportunities to expand automation in a guest-centric way.
• Maintain clear documentation of conversational logic, testing outcomes, data handling rules, and AI training approaches.
  
  

Education & Experience

• Bachelor’s degree in Information Technology, Digital Transformation, Computer Science, Business, or a related field.
• Minimum 5 years’ experience working with Chatbots, Virtual Assistants, Conversational AI platforms, or similar customer-facing automation technologies.
• Demonstrated experience owning or delivering conversational AI solutions from a guest or customer experience perspective, ideally in a B2C environment.
• Strong ability to analyse conversational data and performance metrics to identify technical issues, AI inaccuracies, and journey breakdowns.
• Hands-on experience designing and managing conversational flows, intents, and AI training data; scripting experience is essential.
• Comfortable working with technology and engineering teams, with the confidence to challenge delivery assumptions and timelines based on prior experience.
• Previous experience in airline, travel, hospitality, or high-volume consumer environments is highly desirable.
• Programming or engineering background is advantageous but not essential; technical fluency and credibility are critical.
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com



Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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