Sr Director, Conversational AI in Hoffman Estates, IL at Transformco

Date Posted: 1/6/2021

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 1001724BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Information Technology
Store ID: 58491: Sears Holdings Management Corp

As the Sr Director, Conversational AI, you will define and own the product vision and roadmap that delivers world-class member experiences powered by conversational AI. Key products include our support chatbot, live chat, IVR, and virtual agents. You will create exceptional support experiences that empathetically and delightfully resolve member issues and help our members navigate complex financial situations. You will drive the development of the tools, processes, and people to enable a conversational AI platform to power those experiences and unlock future opportunities across Chime. This is a critical role in supporting executive level objectives in creating a differentiated member experience.

Job Requirements

  • Own all conversational AI products and experiences: chatbots, voice agents, conversational experiences
  • Define the product strategy and roadmap for our virtual agent and conversational platforms
  • Determine and deploy key technologies, tools, and processes that power our virtual agent teams
  • Partner with Product, Member Services, Analytics, and Engineering to fine-tune experiences with virtual agent support experiences
  • Partner with engineering, design, QA, and analytics teams to define, build, and iterate on new tools
  • Own KPIs and deliver measurable impact across member satisfaction and operational efficiency