Chatbot Platform Owner

Job description

Job Title

Chatbot Platform Owner

Job Description

Are you passionate about AI and embracing change across the business?

We are seeking an experienced and dynamic individual to join our Customer Operations team as a Chatbot Platform Product Owner. This role involves overall capability definition and roadmap ownership for our global chatbot platform within Customer Operations. The successful candidate will play a pivotal role in driving the evolution of our chatbot capabilities and ensuring seamless integration into our technology stack.

What's in it for you?

This role will be hugely influential in the business having the opportunity to make a major impact on the tools we use to ensure our customer promises are upheld and too deliver an exceptional customer experience.

Key Responsibilities

Summary of your day to day?
• Prioritise backlog of feature enhancements for current chatbot (new platform features and transactional in-product capabilities)
• Work with development team to ensure features are delivered as expected, with high quality and in line with prioritised backlog
• Define and drive towards advanced capabilities delivered via next gen platform
• Work with chosen technology vendors, to identify and add new capabilities into product roadmap, with future-looking perspective on long-term needs
• Ensure integration of chatbot into C-OPs GMO tech stack and Sage products to drive resolution and seamless handover
• Develop Bot personas (task bot, knowledge bot) and identify common components to complete customer tasks (e.g. authentication, search/NLU)
• Support regional content owners and bot authors to write high performing automated journeys (high containment, low effort, high TNPS)
• Work with NLU owner to optimise capability, and future integration with LLMs

Skills, know-how and experience:
• Previous experience with product ownership
• Experience with webchat, chatbots, conversational design, or conversational AI would be desirable
• Experience interfacing with software development teams and/or external vendors to deliver business requirements
• Previous experience with long term technology capability roll-out
• Previous experience in operational customer service environment

Dig deeper about who we are:
Who is Sage: https://www.sage.com/en-us/company/about-sage/
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/

Your benefits
Benefits video - https://youtu.be/TCMtTYUUiuU
Comprehensive health, dental and vision coverage
Work away scheme for up to 10 weeks a year
On-going training and professional development
Paid 5 days yearly to volunteer through our Sage Foundation
Flexible work patterns and hybrid work

#LI-DNI

Function

Customer Operations

Country

United Kingdom

Office Location

Newcastle;Winnersh

Work Place type

Hybrid

Advert

People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than forty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it!

At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at [email protected] for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, colour, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.