Etihad Aviation Group

5 days ago

Conversional Service Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own the daily operational performance of conversational AI bots across chat, IVR, and social channels (e.g., WhatsApp and webchat). Review passenger conversations and voice transcripts to find friction and failures, detect and eliminate hallucinations or logic loops, and continuously improve bot resolution and containment metrics. Tune NLU, prompts, guardrails, and knowledge sources, validating changes in staging before deploying to production.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Conduct daily deep-dives into chat and voice transcripts to monitor user journeys and identify query failures or drop-offs.
•Monitor GenAI/LLM responses to detect and eliminate hallucinations, factual inaccuracies, and off-brand behavior by adjusting guardrails, prompts, and knowledge inputs.
•Review daily Bot Resolution and Containment metrics, isolate high-volume failing queries, and optimize bot logic or intent mappings for autonomous resolution.
•Analyze fallout logs and unhandled intents, add training phrases, and fine-tune the NLU model to improve recognition accuracy.
•Ensure knowledge sources for policies and disruption rules are accurate and properly ingested; test changes in staging and deploy improvements after validating against daily baselines.

Key Requirements

•Bachelor degree or equivalent in Computer Science or Information systems.
•7+ years of experience in digital customer operations, contact center technology, or digital product management.
•At least 3 years dedicated to managing conversational AI platforms, chatbots, or voice bots.
•Ability to analyze chat and voice transcripts to identify why passenger queries fail or drop off.
•Experience monitoring and improving GenAI/LLM-driven responses to address hallucinations and factual inaccuracies.

Experience:7+ yearsDigital customer operationsContact center technologyDigital product managementConversational AI

Education:Bachelor's in Computer Science or Information systems

Skills:AnalyticalHands-onProblem-solvingContinuous improvement

Languages:English (UK)

Tech Stack:Conversational AI botsChatIVRWhatsAppWebchatGenAILLMGuardrailsPrompt templatesKnowledge baseNLUStaging environments

Eligibility

Nationality:UAE National

Company Brief

Etihad Aviation Group

Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

5 days ago

Conversional Service Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Manager level

Key Responsibilities

•Conduct daily deep-dives into chat and voice transcripts to monitor user journeys and identify query failures or drop-offs.
•Monitor GenAI/LLM responses to detect and eliminate hallucinations, factual inaccuracies, and off-brand behavior by adjusting guardrails, prompts, and knowledge inputs.
•Review daily Bot Resolution and Containment metrics, isolate high-volume failing queries, and optimize bot logic or intent mappings for autonomous resolution.
•Analyze fallout logs and unhandled intents, add training phrases, and fine-tune the NLU model to improve recognition accuracy.
•Ensure knowledge sources for policies and disruption rules are accurate and properly ingested; test changes in staging and deploy improvements after validating against daily baselines.

Key Requirements

•Bachelor degree or equivalent in Computer Science or Information systems.
•7+ years of experience in digital customer operations, contact center technology, or digital product management.
•At least 3 years dedicated to managing conversational AI platforms, chatbots, or voice bots.
•Ability to analyze chat and voice transcripts to identify why passenger queries fail or drop off.
•Experience monitoring and improving GenAI/LLM-driven responses to address hallucinations and factual inaccuracies.

Experience:7+ yearsDigital customer operationsContact center technologyDigital product managementConversational AI

Education:Bachelor's in Computer Science or Information systems

Skills:AnalyticalHands-onProblem-solvingContinuous improvement

Languages:English (UK)

Tech Stack:Conversational AI botsChatIVRWhatsAppWebchatGenAILLMGuardrailsPrompt templatesKnowledge baseNLUStaging environments

Eligibility

Nationality:UAE National

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor