Senior Manager, Conversational AI Chatbot

Job Description:

The Role

Fidelity Charitable is seeking a dynamic Senior Manager, Conversational AI Chatbot ​. This role requires a unique blend of business acumen and technical expertise to manage and optimize preexisting chatbot platforms. The Senior Manager will be responsible for designing conversational flows, updating content, and collaborating with key partners such as Service, Compliance, and other internal teams. The ideal candidate will ensure our chatbot solutions meet both business and customer needs while driving continuous improvement.

• Chatbot Platform Management: Oversee and manage chat experiences, ensuring they meet business requirements and provide a seamless user experience.
• Design and Update Conversational Flows: Collaborate with business and technical teams to design, review, and update conversational flows that align with customer needs and organizational goals.
• Content Management: Ensure chatbot content is up-to-date, relevant, and compliant with internal policies. Regularly review conversations to improve chatbot performance.
• Cross-Functional Collaboration: Work closely with teams in Service, Compliance, and other business units to ensure chatbot interactions meet regulatory standards and align with broader organizational strategies.
• Business and Technical Alignment: Act as a bridge between business and technical teams, translating business needs into chatbot functionalities while ensuring technological feasibility.
• Performance Monitoring and Improvement: Analyze chatbot performance metrics and conversations to identify opportunities for improvement. Lead efforts to enhance chatbot responses and user satisfaction.
• Stakeholder Management: Serve as the primary point of contact for stakeholders across the organization, ensuring chatbot solutions address business goals and comply with legal and regulatory requirements.
• Documentation: Maintain thorough documentation of chatbot workflows, updates, and improvements, ensuring transparency and alignment with business processes.
• Stay Updated on AI Trends: Keep abreast of emerging chatbot technologies, AI advancements, and industry trends to drive continuous improvement and innovation.

The Expertise and Skills You Bring

• Bachelor's Degree in Business, Information Technology, or a related field, or equivalent professional experience.
• Experience in managing chatbot platforms or AI-powered solutions, with a strong focus on business and technology integration.
• Development experience is a plus.
• Strong understanding of conversational AI platforms and chatbot development, including experience with platforms such as Google DialogFlow, AWS, or other AI tools.
• Ability to collaborate with technical teams to design conversational flows and develop chatbot functionalities while ensuring business goals are met.
• Proven ability to work with cross-functional teams including Service, Compliance, and technical units to ensure chatbot solutions meet both regulatory and customer needs.
• Strong analytical skills, with the ability to monitor and improve chatbot performance through data-driven insights.
• Excellent communication skills, both verbal and written, with the ability to present complex information to both technical and non-technical stakeholders.
• A proactive problem-solver with a passion for improving user experiences through conversational AI.
• Experience with project management, including managing timelines, budgets, and stakeholder expectations.

The Team

At Fidelity Charitable, we are committed to enhancing the donor experience through innovative technology solutions. As the Senior Manager of Conversational AI, you'll have the opportunity to collaborate across departments, enhance chatbot functionalities, and directly contribute to the future of customer engagement. This role reports to the VP of Marketing Technology and sits within Marketing.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.