AI Chat Program Manager @Calabrio

[Hiring] AI Chat Program Manager @Calabrio

Apr 09, 2025 - Calabrio is hiring a remote AI Chat Program Manager. 💸 Salary: unspecified. 📍Location: USA.

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Role Description

We are looking for a Chat Expert with a passion for delivering exceptional customer experiences through chat. As part of our Support Team, you will play a pivotal role in designing, optimizing, and maintaining chatbot interactions that enhance customer engagement and drive efficiency.

Designing, building, and optimizing chatbot interactions using both traditional rule-based methods and LLM-driven solutions.
Continuously improving chatbot workflows to provide faster and more accurate customer resolutions.
Analyzing chat transcripts and customer interactions to identify pain points and implement AI-driven enhancements.
Gathering and synthesizing Voice of the Customer (VoC) insights from chatbot interactions to inform product, support, and operational improvements.
Collaborating with Support, Customer Success, Product, and Engineering teams to align chatbot functionality with business goals.
Ensuring seamless escalations to human agents when necessary for a frictionless customer experience.
Monitoring chatbot KPIs (e.g., resolution rates, deflection rates, CSAT scores) and making data-driven optimizations.
Staying up to date with the latest trends in LLM, NLP, and conversational AI to bring cutting-edge improvements to our chat systems.
Training and fine-tuning LLMs to align with company tone, style, and accuracy requirements.
Creating documentation and training materials for internal teams on chatbot functionalities and best practices.

Qualifications

Proven experience developing and optimizing chatbots using both traditional NLP/chatbot platforms (e.g., Dialogflow, Rasa, Microsoft Bot Framework) and LLM-powered models (e.g., OpenAI GPT, Claude, Gemini, etc.).
Strong understanding of customer support workflows and how chat automation can enhance the experience.
Experience with chatbot analytics tools and A/B testing methodologies.
Ability to analyze chat logs and extract actionable insights for improvement.
Experience in collecting, analyzing, and presenting Voice of the Customer (VoC) insights to inform business strategy.
Familiarity with API integrations and how chatbots interact with backend systems.
Strong problem-solving skills and ability to iterate quickly on chatbot improvements.
Excellent written and verbal communication skills to align chatbot responses with company voice.

Benefits

Global team recognized for their passion for innovation.
Innovative product culture and project exposure.
Training and development from industry-leading experts.
Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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AI Chat Program Manager @Calabrio

Customer Service

Salary 💸 unspecified	Remote Location USA
Job Type unspecified	Posted Apr 09, 2025

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️

📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] AI Chat Program Manager @Calabrio

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