Conversational AI & Digital Services Manager

Confidential Company; Abu Dhabi; On-site; AED 250,000 - 360,000; Full time

Job summary

Confidential Company is seeking an Digital Service Channels Assistant Manager to oversee end-to-end management and continuous improvement of conversational AI and digital service channels across brands and clients.

You will translate guest needs and business priorities into reliable experiences across chatbots, messaging and AI-enabled channels, coordinating performance, content, testing, releases and reporting with internal teams and external partners.

Qualifications

• Experience in digital customer experience and conversational AI.
• Ability to translate guest needs and business priorities into requirements.
• Strong analytical skills and dashboard interpretation.

Responsibilities

• Maintain channel roadmaps, backlogs and release priorities aligned with guest needs and objectives.
• Coordinate day-to-day channel operations, launches and campaign readiness across devices.
• Monitor service availability and coordinate issue resolution to hand over to human-assisted channels.
• Coordinate conversation flows, prompts and knowledge content across brands and languages.
• Translate operational information into clear guest communications.
• Collaborate with Brand, Marketing, Operations, Legal and other stakeholders for content approvals.
• Analyze unanswered questions and gaps; prioritize updates and retire outdated content.
• Gather business requirements and user stories with stakeholders.
• Coordinate workshops, priorities and action logs through delivery lifecycle.
• Plan user acceptance testing, regression testing and content validation; secure sign-offs.
• Coordinate go-live readiness, training materials, and post-implementation reviews.
• Define and monitor channel metrics and dashboards for management and clients.
• Validate data quality and attribution with Analytics teams to close gaps.
• Conduct root-cause analysis and implement improvement actions.
• Run tests on content and journeys; scale changes showing measurable improvements.
• Coordinate knowledge updates with subject-matter experts and partners.
• Research conversational AI developments; assess pilots and business cases.
• Serve as day-to-day liaison across departments to align digital service delivery.

Skills

Digital product management

Conversational AI

Data-driven decisions

Stakeholder management

English Arabic

Job description

Confidential Company is seeking an Digital Service Channels Assistant Manager to oversee end-to-end management and continuous improvement of conversational AI and digital service channels across brands and clients.

You will translate guest needs and business priorities into reliable experiences across chatbots, messaging and AI-enabled channels, coordinating performance, content, testing, releases and reporting with internal teams and external partners.