Senior Executive - Digital Product, Chatbot

Malaysia Airlines; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading airline in Malaysia is seeking a Senior Executive for Digital Products focused on chatbot management. The ideal candidate will oversee chatbot operations, enhance user experience, and drive continuous improvement efforts. Candidates should possess a Bachelor's degree in Computer Science and at least 5 years of relevant experience in digital customer experience. This role demands strong analytical and communication skills to align chatbot initiatives with business objectives.

Qualifications

• 5 years of experience in a role focused on chatbot management or similar digital customer experience function.

Responsibilities

• Oversee Chatbot Operations and ensure smooth operation.
• Enhance User Experience through accurate information delivery.
• Drive Continuous Improvement of chatbot capabilities.

Skills

Natural Language Processing (NLP)

Analytical Skills

Communication Skills

Organizational Skills

Education

Bachelor's degree in Computer Science

Job description

Position Title

Senior Executive, Digital Products, Chatbot

Report To

Manager, Digital Product

Role Purpose

• Oversee Chatbot Operations: Manage the daily functioning and ensure the smooth operation of the chatbot.
• Enhance User Experience: Ensure the chatbot delivers accurate, helpful, and current information to improve user interaction.
• Drive Continuous Improvement: Facilitate the ongoing training and evolution of the chatbot's capabilities.
• Support Business Objectives: Align chatbot performance with overall company goals.
• Maintain Chatbot Health: Monitor and ensure the optimal performance and well‑being of the chatbot system.
• Collaborate Cross‑Functionally: Work with various business units and subject matter experts to gather information and ensure the chatbot meets diverse needs.

Key Accountability

• Strategically oversee the continuous evolution and optimization of the chatbot's performance and capabilities.
• Direct the ongoing training and fine‑tuning of the chatbot's Natural Language Understanding (NLU) model for peak accuracy and relevance.
• Champion the development and implementation of advanced strategies for the chatbot's continuous learning and adaptation.
• Lead initiatives to enhance dialogue flows and effectively resolve complex user queries.
• Ensure all chatbot content, including FAQs and knowledge base articles, is consistently accurate, current, and strategically managed.
• Establish and maintain robust processes for content governance, updates, and approvals across business units.
• Define, track, and report on key chatbot performance metrics, providing actionable insights to stakeholders.
• Cultivate and manage strong relationships with internal stakeholders to align on chatbot goals and drive strategic initiatives.
• Provide expert guidance on new chatbot features and enhancements from a user experience and training perspective.
• Proactively identify trends in user interactions to capitalize on opportunities and mitigate potential issues.

Qualification & Working Experience

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 5 years of experience in a role focused on chatbot management, AI training, content management, or a similar digital customer experience function.

Areas of Experience

• Strong understanding of Natural Language Processing (NLP) and Natural Language Understanding (NLU) concepts.
• Excellent analytical skills with the ability to interpret data and draw actionable insights from conversation logs.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities.

Personality Traits

Proactive and self‑motivated with a continuous improvement mindset