- Company Name
- Philip Morris International
- Job Title
- Manager Conversational AI
- Job Description
-
**Job Title**
Manager Conversational AI
**Role Summary**
Responsible for defining, leading, and executing the global Conversational AI strategy across digital touchpoints (chatbots, voice assistants, virtual agents). Oversees lifecycle from design to deployment, drives platform evolution, and ensures high‑quality, scalable AI interactions that align with business and customer experience goals.
**Expactations**
- Own the strategic roadmap for Conversational AI, aligning with business objectives, CX priorities, and emerging AI trends.
- Translate AI advancements into actionable initiatives and program roadmaps.
- Serve as business owner of Conversational AI platforms, ensuring performance, scalability, and continuous improvement.
**Key Responsibilities**
- Define and own global Conversational AI strategy, identify scaling opportunities, and prioritize use cases.
- Lead design, development, and governance of conversational experiences, ensuring brand alignment, inclusivity, and compliance.
- Manage end‑to‑end lifecycle: ideation, prototyping, testing, launch, and iterative optimization.
- Collaborate with UX, brand, legal, IT, vendors, and regional teams for integrated delivery.
- Establish and monitor KPIs (containment rate, automation success, Channel NPS/CES, escalation rates) and use data-driven insights for optimization.
- Drive platform evolution: configuration, scalability, model updates, and integrations.
- Partner with global markets and deployment teams to scale solutions and share best practices.
- Lead, develop, and manage a team of specialists in conversational design, AI training, prompt engineering, and analytics.
**Required Skills**
- Strategic planning & execution in Conversational AI or customer experience domains.
- Deep understanding of NLP, LLMs, agentic AI, voice synthesis, and related technologies.
- Experience in designing, governing, and optimizing chatbot/voice assistant solutions.
- Proficiency with AI/ML platform configuration, scalability, and performance tuning.
- Strong analytical skills: data‑driven decision making, A/B testing, metric definition & reporting.
- Excellent cross‑functional collaboration and stakeholder management.
- Leadership with people‑management experience (direct and indirect teams).
**Required Education & Certifications**
- Bachelor’s degree (or equivalent) in Computer Science, Information Technology, Linguistics, Cognitive Science, or related field.
- Minimum 5 years of relevant experience in Conversational AI, customer experience, or AI product management.
- Certifications in AI/ML, NLP, or product management are a plus.