Conversational Service Manager, Abu Dhabi, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Job Description

Join our Digital Experience team and play a critical role in ensuring the accuracy, reliability, and effectiveness of Etihad's conversational AI ecosystem across Chat, IVR, and social channels including WhatsApp and Webchat.

This is a highly analytical and hands-on role focused on the day-to-day operational performance of our AI-powered customer service solutions. You will continuously monitor passenger interactions, identify and eliminate AI hallucinations, resolve conversational logic issues, and fine-tune models in real time. Your ultimate objective will be to maximize bot resolution rates, enhance customer self-service experiences, and ensure every interaction is accurate, efficient, and aligned with the Etihad brand.

Key Accountabilities

Monitor and optimize customer conversations

Conduct daily deep-dives into chat and voice transcripts to assess customer journeys, identify friction points, and understand why specific passenger queries fail or drop off.

Review fallback logs and conversation flows to uncover recurring issues and opportunities for continuous improvement.

Drive AI accuracy and quality

Proactively monitor GenAI and LLM-generated responses to identify and eliminate hallucinations, factual inaccuracies, and off-brand behaviour.

Fine-tune prompts, guardrails, and knowledge inputs to maintain response accuracy and consistency.

Improve bot resolution and containment

Analyze daily Bot Resolution and Containment metrics to identify high-volume enquiries that frequently transfer to live agents.

Optimize conversational logic, intent mappings, and dialogue flows to enable autonomous resolution whenever possible.

Enhance NLU model performance

Review fallout logs and unhandled intents to identify gaps in understanding.

Reclassify user inputs, add training phrases, and continuously refine Natural Language Understanding (NLU) models to improve recognition accuracy and customer satisfaction.

Maintain knowledge integrity

Ensure the knowledge sources powering the AI experience, including baggage policies, flight changes, and disruption handling procedures, remain accurate, structured, current, and properly integrated.

Prevent the surfacing of outdated or incorrect policy information.

Test and validate enhancements

Safely evaluate prompt updates, logic changes, and content improvements in staging environments.

Measure performance against established baselines before deploying enhancements to production.

Identify trends and innovation opportunities

Analyze passenger behaviour, emerging customer pain points, and channel trends.

Recommend and champion new self-service capabilities such as automated rebooking, proactive disruption support, and real-time flight status tracking to support the digital product roadmap.

Qualifications

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 experience managing conversational AI platforms, chatbots, virtual assistants, or voice bots.

Experience with NLU, chatbot optimisation, conversation analytics, and AI performance monitoring.

Strong analytical and problem-solving skills with a focus on improving customer experience and self-service adoption.

DETAILS TO REGISTER FOR THIS JOB:

Make Sure Your CV is ATS-friendly.

https://jobs.smartrecruiters.com/EtihadAirways5/744000139278673-conversational-service-manager


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