Senior Associate, Chatbot Operations & Optimization - SPX Express

Job Description

• Monitor chatbot operational performance and ensure stable day-to-day operations.
• Track and analyze key chatbot metrics, including Automation Rate, Deflection Rate, Failed Intent Rate, CSAT, and Response Quality.
• Identify trends, gaps, and root causes from chatbot failures, customer feedback, and escalation cases; propose improvement actions.
• Optimize chatbot conversation flows, intents, and knowledge content to improve customer experience and reduce unnecessary live-agent contacts.
• Maintain and continuously enhance chatbot FAQs, Knowledge Base, and operational content to ensure accuracy and consistency.
• Support chatbot configuration, logic setup, testing, validation, and release readiness for new features, processes, and policy updates.
• Coordinate with Operations, Product, Tech, QA, and Regional teams to investigate issues, drive improvements, and support chatbot enhancements.
• Conduct UAT, post-release monitoring, and performance reviews to ensure chatbot quality and stability.
• Prepare regular performance reports, operational insights, and recommendations for stakeholders.
• Support chatbot governance, documentation, SOP maintenance, and process standardization.
• Participate in chatbot optimization projects and other initiatives assigned by management.

Requirements

• Minimum 2–4 years of experience in Customer Service, Operations, Quality Assurance, Process Improvement, System Operations, or related functions.
• Experience working with chatbot platforms, automation tools, CRM/ticketing systems, or digital customer support channels is preferred.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Good understanding of operational processes, customer journeys, and service performance metrics.
• Proficient in Google Sheets/Excel; experience with reporting and dashboard tools is an advantage.
• Basic understanding of chatbot workflows, automation logic, APIs, and system integrations is preferred.
• Strong stakeholder management and cross-functional collaboration skills.
• Self-driven, detail-oriented, and able to work independently in a fast-paced environment.
• Strong written and verbal English communication skills are required due to frequent collaboration with Regional teams.