Manager, Knowledge Management & Conversational AI
betsol · Bengaluru, KA, in ·
- Employment
- Full time
- Category
- Management
- Experience
- 8+ years
betsol · Bengaluru, KA, in ·
Position Summary
We are seeking a Manager, Knowledge Management & Conversational AI who will report to the Director, Application Development & Quality Assurance to lead the strategy, optimization, governance, and performance of our digital self-service and virtual assistant platforms.
This role will be responsible for improving self-service adoption, chatbot effectiveness, support deflection, knowledge management practices, content quality, and customer experience across support channels. The successful candidate will serve as the business owner for conversational AI and knowledge management initiatives while partnering closely with technical teams responsible for platform administration and integrations.
The ideal candidate combines expertise in knowledge management, digital customer experience, chatbot optimization, analytics, content strategy, and stakeholder management. This individual will drive continuous improvement initiatives that reduce support effort, improve user satisfaction, and maximize return on investment from self-service technologies.
Key Responsibilities
Conversational AI Strategy & Optimization
Own the performance and continuous improvement of enterprise chatbot and virtual assistant platforms.
Analyse conversation trends, user behaviour, abandonment patterns, and support drivers.
Improve chatbot containment and support deflection rates.
Identify opportunities to automate common support scenarios.
Drive conversational design improvements and user journey optimization.
Evaluate emerging AI and Copilot capabilities to improve self-service effectiveness.
Develop chatbot governance standards, operating procedures, and success metrics.
Knowledge Management
Own the enterprise knowledge management strategy for self-service and support experiences.
Develop and maintain content governance standards.
Lead knowledge article creation, review, retirement, and lifecycle management activities.
Ensure content remains accurate, relevant, searchable, and user-friendly.
Establish taxonomy, tagging, and knowledge architecture standards.
Partner with business teams to identify knowledge gaps and improvement opportunities.
Analytics & Performance Management
Define and track key performance indicators, including:
Deflection Rate
Containment Rate
Search Success Rate
Knowledge Utilization
User Satisfaction
Content Effectiveness
Self-Service Adoption
Develop executive reporting and dashboards.
Present performance insights and recommendations to leadership.
Establish data-driven continuous improvement processes.
Stakeholder Management
Partner with Technical Support, Partner Support, Operations, Product, Engineering, and Business teams.
Facilitate regular content review and optimization sessions.
Work with vendors, consultants, and platform providers to improve platform performance.
Build strong relationships across global business functions.
Serve as the primary business contact for chatbot effectiveness and knowledge management initiatives.
Platform & Vendor Governance
Partner with technical teams on chatbot implementations, enhancements, and upgrades.
Support platform evaluations and future-state technology recommendations.
Participate in vendor management and roadmap discussions.
Ensure business requirements are translated into optimization initiatives.
Required Experience
8+ years of experience in one or more of the following:
Knowledge Management
Customer Experience
Customer Support Operations
Digital Self-Service
Conversational AI
Chatbot Management
Service Management
Experience managing enterprise knowledge bases or self-service platforms.
Strong analytical and problem-solving capabilities.
Excellent written and verbal English communication skills.
Experience building executive presentations, dashboards, and performance reports.
Proven ability to influence stakeholders across technical and non-technical teams.
Strong content creation, editing, and information architecture skills.
Preferred Skills
Experience with one or more of the following platforms:
Genesys Cloud CX
Salesforce Service Cloud
Salesforce Knowledge
ServiceNow
Zendesk
Freshdesk
Intercom
Microsoft Copilot Studio
Power Virtual Agents
Drift
Kore.ai
Amelia
LivePerson
Yellow.ai
Other conversational AI platforms
Knowledge of:
Conversational Design
Knowledge-Centered Service (KCS)
Customer Support Operations
AI-assisted Content Management
Digital Customer Experience
Search Optimization
Contact Center Metrics
Critical Success Factors
The successful candidate will:
Improve chatbot deflection and containment performance.
Reduce support volume through better self-service experiences.
Increase knowledge article effectiveness and utilization.
Establish sustainable knowledge management governance.
Improve chatbot content quality and user experience.
Deliver measurable business outcomes through optimization initiatives.
Successfully support future platform migrations and technology evaluations.
Ideal Candidate Profile
We are looking for a candidate who has previously served in roles such as:
Knowledge Management Manager
Knowledge Program Manager
Conversational AI Manager
Chatbot Product Owner
Digital Self-Service Manager
Customer Experience Manager
Service Operations Manager
Knowledge-Centered Service (KCS) Manager
Customer Support Transformation Lead
AI Enablement Manager
Bachelor's Degree in Business, Information Systems, Communications, Customer Experience, Technical Writing, or related field.
It is a full-time role requiring a min of 8 hours per day with 4 hours of overlap with US hours