ChatBot Delivery Manager

Design, visually map, and maintain complex multi-turn conversational flows, including error handling, fallbacks, edge cases, and personalisation logic. Analyse chatbot performance data to identify where conversations fail, where guests disengage, and where AI responses are inaccurate or misclassified. Support testing activities by developing and executing detailed test scenarios to validate functionality, resilience, and end-to-end customer journeys across platforms. Contribute to the roadmap for chatbot and conversational AI capabilities by identifying new use cases and opportunities to expand automation in a guest-centric way. Bachelor's degree in Information Technology, Digital Transformation, Computer Science, Business, or a related field. Minimum 5 years' experience working with Chatbots, Virtual Assistants, Conversational AI platforms, or similar customer-facing automation technologies. Demonstrated experience owning or delivering conversational AI solutions from a guest or customer experience perspective, ideally in a B2C environment. Strong ability to analyse conversational data and performance metrics to identify technical issues, AI inaccuracies, and journey breakdowns. Hands-on experience designing and managing conversational flows, intents, and AI training data; scripting experience is essential. Comfortable working with technology and engineering teams, with the confidence to challenge delivery assumptions and timelines based on prior experience. Previous experience in airline, travel, hospitality, or high-volume consumer environments is highly desirable. Programming or engineering background is advantageous but not essential; technical fluency and credibility are critical.