AI Operations Supervisor

Management of Chatbot Lifecycle

• Oversee the daily functioning of Lenovo's multilingual AI chatbot across various platforms (e.g., web, mobile application), which includes feature deployment, integration of user feedback, and ongoing enhancement of NLP-driven processes.
• Adapt chatbot interactions to suit a wide range of cultural backgrounds (e.g., Southeast Asia, Middle East, Europe), ensuring alignment with regional business practices and linguistic subtleties.

Optimization Through Data Analysis

• Track key performance indicators such as first-contact resolution rate, customer satisfaction (CSAT), and rate of human escalation, providing actionable insights to improve AI models.
• Implement A/B testing and analyze user journeys to enhance conversational flows, intent recognition, and the accuracy of the multilingual knowledge base.

Collaboration Across Functions

• Work in partnership with AI engineers to identify model training priorities and improve semantic understanding for languages with fewer resources (e.g., Bahasa Malaysia, various Arabic dialects).
• Engage with regional customer experience teams to ensure chatbot functionalities are in sync with local customer service scenarios (e.g., warranty claims, e-commerce support).

Encouraging User Adoption & Driving Innovation

• Develop onboarding strategies (e.g., in-app guidance, UX microcopy) aimed at increasing chatbot adoption in emerging markets.
• Investigate emerging AI/ML trends (e.g., sentiment analysis, voice interfaces) to ensure chatbot solutions remain relevant and forward-thinking.

Required Qualifications

• Bachelor's degree in fields such as Computer Science, AI, Business Analytics, or related areas.
• A minimum of 5 years of practical experience in AI product operations, ideally with chatbots or NLP platforms (e.g., Dialogflow, Watson Assistant).
• Expertise in data analysis tools (SQL, Tableau, Power BI) and familiarity with agile project management methodologies.

Key Competencies

• Extensive knowledge of NLP technologies and the challenges associated with multilingual localization.
• Exceptional communication skills in English (business fluent); knowledge of Mandarin or Bahasa Malaysia is advantageous.
• Proven ability to excel in a multicultural setting with stakeholders from APAC, EMEA, and the Americas.

Desirable Skills

• Experience with AI ethics and regulatory compliance (e.g., GDPR, ASEAN data privacy laws).
• Acquainted with Lenovo's global product ecosystem or business-to-consumer tech support processes.