Senior Manager, Conversational AI and Chatbot Development

Job Description:

The Role

Fidelity Charitable is seeking a dynamic Senior Manager for Conversational AI and Chatbot Development. This role requires a unique blend of business acumen and technical expertise to manage and optimize preexisting chatbot platforms. The Senior Manager will be responsible for designing conversational flows, updating content, and collaborating with key partners such as Service, Compliance, and other internal teams. The ideal candidate will ensure our chatbot solutions meet both business and customer needs while driving continuous improvement.

• Chatbot Platform Management: Oversee and manage chat experiences, ensuring they meet business requirements and provide a seamless user experience.
• Design and Update Conversational Flows: Collaborate with business and technical teams to design, review, and update conversational flows that align with customer needs and organizational goals.
• Content Management: Ensure chatbot content is up-to-date, relevant, and compliant with internal policies. Regularly review conversations to improve chatbot performance.
• Cross-Functional Collaboration: Work closely with teams in Service, Compliance, and other business units to ensure chatbot interactions meet regulatory standards and align with broader organizational strategies.
• Business and Technical Alignment: Act as a bridge between business and technical teams, translating business needs into chatbot functionalities while ensuring technological feasibility.
• Performance Monitoring and Improvement: Analyze chatbot performance metrics and conversations to identify opportunities for improvement. Lead efforts to enhance chatbot responses and user satisfaction.
• Stakeholder Management: Serve as the primary point of contact for stakeholders across the organization, ensuring chatbot solutions address business goals and comply with legal and regulatory requirements.
• Documentation: Maintain thorough documentation of chatbot workflows, updates, and improvements, ensuring transparency and alignment with business processes.
• Stay Updated on AI Trends: Keep abreast of emerging chatbot technologies, AI advancements, and industry trends to drive continuous improvement and innovation.

The Expertise and Skills You Bring

• Bachelor’s Degree in Business, Information Technology, or a related field, or equivalent professional experience.
• Experience in managing chatbot platforms or AI-powered solutions, with a strong focus on business and technology integration.
• Development experience is a plus.
• Strong understanding of conversational AI platforms and chatbot development, including experience with platforms such as Google DialogFlow, AWS, or other AI tools.
• Ability to collaborate with technical teams to design conversational flows and develop chatbot functionalities while ensuring business goals are met.
• Proven ability to work with cross-functional teams including Service, Compliance, and technical units to ensure chatbot solutions meet both regulatory and customer needs.
• Strong analytical skills, with the ability to monitor and improve chatbot performance through data-driven insights.
• Excellent communication skills, both verbal and written, with the ability to present complex information to both technical and non-technical stakeholders.
• A proactive problem-solver with a passion for improving user experiences through conversational AI.
• Experience with project management, including managing timelines, budgets, and stakeholder expectations.

The Team
 

At Fidelity Charitable, we are committed to enhancing the donor experience through innovative technology solutions. As the Senior Manager of Conversational AI, you’ll have the opportunity to collaborate across departments, enhance chatbot functionalities, and directly contribute to the future of customer engagement. This role reports to the VP of Marketing Technology and sits within Marketing.

Certifications:

Category:Information Technology, Marketing

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.