Customer Experience Manager

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Experience: 2+ yrs

Location: Bengaluru

As a Customer Experience Manager, you will spearhead the integration and enhancement of voicebot, chatbot, and conversational AI solutions to elevate customer interactions across multiple channels. You will work closely with cross-functional teams to design seamless API integrations, troubleshoot performance issues, and continuously optimize conversational flows, ensuring a flawless user experience. Your strategic vision will align technology with customer needs, driving measurable improvements in satisfaction and engagement. You will also lead the deployment of new features and monitor key metrics to inform iterative enhancements, maintaining a customer-centric focus throughout the product lifecycle.

Requirements

• Design and implement conversational AI strategies that enhance user engagement and satisfaction.
• Oversee API and system integrations of voicebot and chatbot platforms with existing product ecosystems.
• Diagnose and resolve complex troubleshooting scenarios across multiple integration points.
• Collaborate with product, engineering, and support teams to prioritize and execute feature enhancements.
• Develop and maintain detailed documentation for integration processes and support workflows.
• Monitor and analyze performance metrics to identify opportunities for optimization.
• Provide subject matter expertise on conversational AI best practices to internal teams.
• Lead cross-functional initiatives to iterate on conversational design based on user feedback.
• Ensure compliance with data privacy and security standards across all integrations.
• Mentor junior team members on troubleshooting techniques and integration fundamentals.
• 2+ years of experience managing customer experience initiatives in voicebot or chatbot environments.
• Strong technical background with hands-on experience in APIs, integrations, and troubleshooting.
• Proven track record of designing and optimizing conversational AI flows for real-world applications.
• Excellent analytical and problem-solving skills, with the ability to translate data into actionable improvements.
• Experience collaborating with product, engineering, and support teams to deliver seamless customer experiences.
• Familiarity with industry standards for data privacy and security in AI and voice technologies.
• Strong communication skills, able to articulate complex technical concepts to non-technical stakeholders.
• Ability to manage multiple projects simultaneously while maintaining high-quality deliverables.
• Demonstrated experience in continuous improvement and process optimization.
• Passion for staying current with emerging trends in conversational AI and customer experience.