Assistant Manager-Digital Service Channels
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Key skills for this role
Role Overview
The Assistant Manager supports end-to-end management and continuous improvement of conversational AI and digital service channels.
The role translates guest needs, operational requirements, and business priorities into reliable, consistent, and commercially effective digital experiences.
The role works with internal teams and external partners to deliver accurate, measurable, compliant, and on-brand service channels.
Key Skills for This Role
Full Job Posting
Role Overview
The Assistant Manager supports end-to-end management and continuous improvement of conversational AI and digital service channels.
The role translates guest needs, operational requirements, and business priorities into reliable, consistent, and commercially effective digital experiences.
The role works with internal teams and external partners to deliver accurate, measurable, compliant, and on-brand service channels.
Core Responsibilities
- Manage chatbots, generative AI assistants, messaging, and other automated service channels across brands and clients.
- Maintain roadmaps, enhancement backlogs, release priorities, and campaign readiness.
- Monitor service availability, guest-impacting issues, handoffs to human-assisted service, and incident resolution.
- Manage conversation flows, intents, prompts, response libraries, knowledge content, and multilingual publishing.
- Gather business requirements, user stories, process flows, acceptance criteria, risks, dependencies, and decisions.
- Plan testing, defect triage, sign-offs, go-live readiness, training, hypercare, and post-implementation reviews.
- Monitor adoption, automation, transfer, fallback, accuracy, satisfaction, conversion, revenue contribution, and efficiency.
- Produce dashboards and reports and validate tracking, data quality, and attribution.
- Prioritize continuous-improvement work using performance data, guest impact, effort, risk, and strategic value.
- Coordinate solution tuning, knowledge updates, retraining, partner delivery, governance, documentation, and compliance.
Essential Requirements
- 2-4 years of relevant experience in digital customer experience, digital product management, conversational AI, chatbots, contact-centre digital channels, e-commerce, or a related field.
- Experience coordinating cross-functional digital projects, live-service enhancements, testing, and releases.
- Working knowledge of conversational AI, generative AI, natural-language processing, intent design, prompt design, and knowledge management.
- Experience with requirements definition, user stories, process flows, acceptance criteria, user acceptance testing, defect management, and change management.
- Strong analytical, stakeholder, vendor, project coordination, communication, problem-solving, organization, and attention-to-detail skills.
- Proficiency in English and Arabic.
Workplace
- The source metadata identifies the workplace type as onsite; the description does not provide additional workplace details.
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