Conversational Service Manager

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 fa...