Chatbot Lifecycle Management
- Own the daily operations of Lenovo's multilingual AI chatbot (e.g., web, mobile app), including feature rollout, user feedback integration, and continuous improvement of NLP-driven workflows.
- Localize chatbot interactions for diverse cultural contexts (e.g., Southeast Asia, Middle East, Europe), ensuring compliance with regional business practices and language nuances.
Data-Driven Optimization
- Monitor KPIs such as first-contact resolution rate, user satisfaction (CSAT), and escalation-to-human rate, generating actionable insights to refine AI models.
- Conduct A/B testing and user journey analysis to optimize conversation flows, intent recognition, and multilingual knowledge base accuracy.
Cross-Functional Collaboration
- Partner with AI engineers to prioritize model training needs and enhance semantic understanding for low-resource languages (e.g., Bahasa Malaysia, Arabic dialects).
- Collaborate with regional CX teams to align chatbot capabilities with local customer support scenarios (e.g., warranty claims, e-commerce troubleshooting).
User Adoption & Innovation
- Design onboarding strategies (e.g., in-app guides, UX microcopy) to improve chatbot adoption rates in new markets.
- Explore AI/ML trends (e.g., sentiment analysis, voice-enabled interfaces) to future-proof chatbot solutions.
Essential Qualifications
- Bachelor's degree in Computer Science, AI, Business Analytics, or related fields.
- 5+ years of hands-on experience in AI product operations, preferably with chatbots or NLP platforms (e.g., Dialogflow, Watson Assistant).
- Proficiency in data tools (SQL, Tableau, Power BI) and agile project management frameworks.
Core Competencies
- Deep understanding of NLP technologies and multilingual localization challenges.
- Strong communication skills in English (business fluent); proficiency in Mandarin or Bahasa Malaysia is a plus.
- Ability to thrive in a multicultural environment with stakeholders across APAC, EMEA, and Americas.
Preferred Skills
- Experience with AI ethics and compliance (e.g., GDPR, ASEAN data privacy regulations).
- Familiarity with Lenovo's global product ecosystem or B2C tech support workflows.
