Hoffman Estates, IL, United States
Jan 06, 2021
Apr 21, 2021
Req/Job ID: 1001724BREmploying Entity: Transform SR LLCEmployment Category: Regular, Full-timeJob Function: Information TechnologyStore ID: 58491: Sears Holdings Management CorpAs the Sr Director, Conversational AI, you will define and own the product vision and roadmap that delivers world-class member experiences powered by conversational AI. Key products include our support chatbot, live chat, IVR, and virtual agents. You will create exceptional support experiences that empathetically and delightfully resolve member issues and help our members navigate complex financial situations. You will drive the development of the tools, processes, and people to enable a conversational AI platform to power those experiences and unlock future opportunities across Chime. This is a critical role in supporting executive level objectives in creating a differentiated member experience.
Own all conversational AI products and experiences: chatbots, voice agents, conversational experiencesDefine the product strategy and roadmap for our virtual agent and conversational platformsDetermine and deploy key technologies, tools, and processes that power our virtual agent teamsPartner with Product, Member Services, Analytics, and Engineering to fine-tune experiences with virtual agent support experiences Partner with engineering, design, QA, and analytics teams to define, build, and iterate on new toolsOwn KPIs and deliver measurable impact across member satisfaction and operational efficiency#Corporate58491,