Experienced Chatbot Operations Manager – Conversational AI and Automation Development Leader

Welcome to blithequark

At blithequark, we are revolutionizing the way we interact with our customers through innovative chatbot and automation solutions. As a leader in our industry, we are committed to providing exceptional customer experiences and are seeking a highly motivated and experienced Chatbot Operations Manager to join our Digital Support team. This role will be critical in shaping the future of customer support at blithequark by owning the strategy, development, and optimization of our chatbot and automation initiatives.

About the Role

This is an individual contributor role with the potential to grow into a people management position as the team expands. As a Chatbot Operations Manager at blithequark, you will have the opportunity to work on a wide range of projects, from developing and implementing chatbot solutions to analyzing and improving their performance. You will be responsible for leading the development of our customer-facing support chatbot, implementing sustainable processes, and driving automation initiatives to improve customer support processes.

Key Responsibilities

• Lead Chatbot Development: Own the strategy, roadmap, design, implementation, and ongoing optimization and expansion of blithequark's customer-facing support chatbot.
• Implement and facilitate sustainable processes across Digital Support to regularly train the bot, address knowledge gaps, review conversation logs, and set in motion other feedback loops.
• Champion the End User Experience: Tailor chatbot interactions and handoffs for each of our customer segments to ensure a seamless and personalized experience.
• Drive Automation Initiatives: Identify opportunities and implement solutions to automate self-service support processes, workflows, and responses across various surfaces.
• Content Creation and Optimization: Develop and maintain high-quality chatbot conversation flows, integrated/personalized experiences, internal documentation, and other support content to ensure accuracy and effectiveness for both customers and staff.
• Analyze, Improve, Report, and Own Performance: Continuously monitor chatbot and automations performance, analyze key metrics, and identify areas for improvement. Regularly report to stakeholders on key performance indicators and insights, with an emphasis on demonstrating meaningful impact.
• Collaborate Cross-Functionally: Work closely with colleagues in Support, Trust and Safety, Product, Engineering, Marketing, and other teams to ensure alignment and successful implementation of chatbot and automation initiatives.
• Stay Ahead of the Curve: Research and recommend emerging technologies and best practices in the emerging AI, chatbot, and automation space.

Requirements

To be successful in this role, you should possess the following skills and knowledge:

• 3 years of experience in a chatbot development, conversational design, support automation, and/or knowledge management role.
• Proven track record of successfully designing, building, and launching chatbots or other AI or automation-based interactive solutions.
• Strong understanding of and familiarity with natural language processing (NLP), GPT, LLMs, and conversational AI.
• Experience with chatbot platforms and tools (e.g., Ultimate, Zoom Virtual Agent, Sierra, Ada, ChatGPT, Gemini, etc.).
• Strong experience and comfort navigating, analyzing, and reporting metrics – able to explain highly technical concepts or data in layperson’s terms, but also able to dive into the weeds when necessary.
• Experience with automation and API tools and technologies, such as Pendo and Retool.
• Excellent analytical and problem-solving skills, with a penchant for being proactive and never settling for the status quo.
• Strong communication and collaboration skills.
• Passion for customer experience and a desire to solve key problems by improving support processes.

Bonus Points

The following skills and experiences are not required but are considered a plus:

• Experience with A/B testing and data-driven optimization.
• Experience in the SaaS industry.
• Familiarity with ticketing and CRM systems like Zendesk and Salesforce.
• Experience with AI-based translations.
• Familiarity with blithequark's products and services.

What We Offer

At blithequark, we offer a competitive salary range and a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base. Our base salary range for this role is:

• NYC Metro, Bay Area, Seattle, & Los Angeles: $101,000 - $139,500
• All other US cities outside above metro areas: $90,900 - $125,550

Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment, and location. Our total rewards philosophy includes variable compensation and Restricted Stock Units (RSUs), as well as a wide range of benefits such as paid time off, generous 401k match, commuter benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), fertility reimbursement, group term life insurance, wellbeing resources, and more.

Our Culture

At blithequark, we believe our impact is greatest when our workforce of passionate, dedicated people represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion are championed in how we build our products, develop our leaders, and strengthen our culture. We are committed to creating a work environment that is inclusive, supportive, and empowering for all employees.

Conclusion

If you are a motivated and experienced chatbot operations manager looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to helping you grow and develop your skills, and we offer a wide range of opportunities for career advancement and professional development. Don’t miss out on this chance to join our team and help shape the future of customer support at blithequark. Apply now and take the first step towards an exciting and rewarding career with our company.