Conversational Service Manager

Join our Digital Experience team and play a critical role in ensuring the accuracy, reliability, and effectiveness of Etihad's conversational AI ecosystem across Chat, IVR, and social channels including WhatsApp and Webchat.

This is a highly analytical and hands-on role focused on the day-to-day operational performance of our AI-powered customer service solutions. You will continuously monitor passenger interactions, identify and eliminate AI hallucinations, resolve conversational logic issues, and fine-tune models in real time. Your ultimate objective will be to maximize bot resolution rates, enhance customer self-service experiences, and ensure every interaction is accurate, efficient, and aligned with the Etihad brand.

Key Accountabilities

Monitor and optimize customer conversations

• Conduct daily deep-dives into chat and voice transcripts to assess customer journeys, identify friction points, and understand why specific passenger queries fail or drop off.

• Review fallback logs and conversation flows to uncover recurring issues and opportunities for continuous improvement.

Drive AI accuracy and quality

• Proactively monitor GenAI and LLM-generated responses to identify and eliminate hallucinations, factual inaccuracies, and off-brand behaviour.

• Fine-tune prompts, guardrails, and knowledge inputs to maintain response accuracy and consistency.

Improve bot resolution and containment

• Analyze daily Bot Resolution and Containment metrics to identify high-volume enquiries that frequently transfer to live agents.

• Optimize conversational logic, intent mappings, and dialogue flows to enable autonomous resolution whenever possible.

Enhance NLU model performance

• Review fallout logs and unhandled intents to identify gaps in understanding.

• Reclassify user inputs, add training phrases, and continuously refine Natural Language Understanding (NLU) models to improve recognition accuracy and customer satisfaction.

Maintain knowledge integrity

• Ensure the knowledge sources powering the AI experience, including baggage policies, flight changes, and disruption handling procedures, remain accurate, structured, current, and properly integrated.

• Prevent the surfacing of outdated or incorrect policy information.

Test and validate enhancements

• Safely evaluate prompt updates, logic changes, and content improvements in staging environments.

• Measure performance against established baselines before deploying enhancements to production.

Identify trends and innovation opportunities

• Analyze passenger behaviour, emerging customer pain points, and channel trends.

• Recommend and champion new self-service capabilities such as automated rebooking, proactive disruption support, and real-time flight status tracking to support the digital product roadmap.

• Bachelor's Degree in Computer Science, Information Systems, or a related field.

• 7+ years of experience in digital customer operations, contact centre technology, or digital product management.

• At least 3 years of experience managing conversational AI platforms, chatbots, virtual assistants, or voice bots.

• Experience with NLU, chatbot optimisation, conversation analytics, and AI performance monitoring.

• Strong analytical and problem-solving skills with a focus on improving customer experience and self-service adoption.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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