Job Description

Own and drive chatbot performance KPIs: Bot Resolution Rate, CSAT, Coverage, and Solved Rate; proactively define and execute action plans to close performance gaps.
Analyze user interactions and identify key improvement opportunities to enhance bot training, intent accuracy, and conversational flows.
Design, train, and continuously optimize chatbot content (intents, responses, workflows) to improve self-service success rate and reduce agent dependency.
Define and standardize chatbot training frameworks, including intent structure, training processes, and performance tracking; drive priorities and initiatives to continuously improve automation and user experience.
Collaborate with local (Product, CS, BI) and regional stakeholders to propose, influence, and scale chatbot initiatives aligned with regional strategy and best practices.
Proactively identify automation opportunities and deliver data-backed proposals to shape chatbot roadmap and drive adoption across markets.
Manage BPO agents in chatbot training and data labeling:
Define training guidelines, workflows, and quality standards
Monitor performance and ensure SLA/KPI adherence
Conduct regular audits and coaching to improve output quality
Handle incident management, troubleshoot chatbot issues, and ensure minimal operational disruption.
Drive A/B testing and experimentation to validate improvements and optimize chatbot performance at scale.

Requirements

At least 2 years in chatbot training / conversational AI / automation, with proven ownership of performance metrics
Strong experience in intent design, training data optimization, and conversation flows
Proven track record of improving bot KPIs (Resolution Rate, CSAT, Coverage, etc.)
Experience working with regional or cross-market stakeholders is a strong advantage
Strong analytical and problem-solving skills; able to translate data into actionable insights
Familiarity with APIs, scripting, or chatbot platforms is a plus
Strong communication skills, able to influence both technical and business stakeholders

Senior Chatbot Training - Operations, ShopeeFood