Conversional Service Manager

Job Description

Synopsis

This is a highly analytical, hands-on role dedicated to the daily operational health, accuracy, and performance of our conversational AI bots across Chat, IVR & Social channels like WhatsApp, Webchat etc. The primary focus is to review daily passenger conversations, identify and eliminate AI hallucinations or logic loops, and fine tune conversational models in real time. The ultimate goal is to continuously maximize bot resolution rates and ensure reliable, fact-accurate passenger self-service

Accountabilities

• Conduct daily deep-dives into chat and voice transcripts to monitor user journeys, analyze friction points, and identify why specific passenger queries failed or dropped off.

• Actively monitor GenAI and LLM-driven responses to catch and eliminate hallucinations, factual inaccuracies, or off-brand behavior. Adjust guardrails, prompt templates, and knowledge base inputs immediately to correct anomalies.

• Review daily "Bot Resolution" and "Containment" metrics. Isolate high-volume queries that are repeatedly transferring to live agents and optimize the bot's logic or intent mappings to resolve them autonomously.

• Analyze daily fallout logs and unhandled intents (e.g., "I did not understand"). Re-classify inputs, add training phrases, and fine tune the Natural Language Understanding (NLU) model daily to ensure high recognition accuracy.

• Ensure the underlying knowledge sources the bot pulls from (for baggage policies, flight changes, or disruption rules) are accurate, structured, and properly ingested so the AI never surfaces outdated policy data.

• Safely test prompt adjustments, logic changes, and copy tweaks in staging environments, validating improvements against daily conversation baselines before pushing to production.

• Regularly review fallback logs during high-volume periods to identify misunderstood passenger intents (e.g., complex routing or specific baggage inquiries) and continuously tune the Natural Language Understanding (NLU) model.

• Identify emerging customer pain points and channel trends to champion new self-service use cases (e.g., automated rebooking, instant status tracking) for the digital product roadmap.

Education & Experience

• Bachelor Degree or equivalent in Computer Science or Information sysrems
• 7+ years of experience in digital customer operations, contact center technology, or digital product management, with at least 3 years dedicated to managing conversational AI platforms, chatbots, or voice bots.
  
  

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.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.