Posted May 18

Chatbot Manager

Remote (US) Full time

About Ancestry:

When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. With more than 30+ billion digitized global historical records, 125+ million family trees, and 22+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives.

We are committed to our location flexible work approach, allowing you to work from where you want — in an office or from home or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.

Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

Ancestry is looking for a Chatbot Manager to join our remote Member Services Strategy & Analytics team headquartered in Lehi, UT. The Chatbot Manager will manage our Chatbot Specialist and will be responsible for conversational and workflow design that meet our digital engagement vision and our requirements. We ask that you have chatbot, language and conversation-specific design skills to create a helpful and engaging online personality using a conversational AI platform.

What you will do...

  • Manage the performance of one Chatbot Specialist
  • Collaborate with business sponsor, project manager, domain SMEs, business analysts, data scientists, NLP modelers to understand conversational AI use cases and requirements to guide conversational excellence
  • Manage projects and collaborate with developers and other technical resources to implement self-service conversational AI solutions
  • Identify intents applying data analysis
  • Document and be responsible for an engaging conversational experience, including
    • Conversational flow, persona, tone of voice, error handling, help, chatbot responses, escalation to live agent
    • Use case workflow design
    • Channel and modality design
  • Provide input to test plans and conduct early testing
  • Resolve conversational design issues
  • Review data analytics with operational and data analytics team to identify areas of improvement
  • Build conversational workflows using available content, and help design non-existing content
  • Work with the natural language processing (NLP) owner on improving user experience

Who you are...

  • 3+ years of experience in AI, chatbot strategy, conversation design and optimization experience with chatbot containment improvements
  • Some knowledge of product design, UX design, or UI/Visual design
  • Working knowledge of conversational AI platforms, such as Solvvy or Salesforce Live Agent
  • Understanding of natural language processing (NLP)

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity. We are pleased to share the base salary range for this position: $62,000 - $100,000 with eligibility for bonus, equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience. We will share detailed compensation data for a specific location during the recruiting process. Read more about our benefits HERE.

Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

All job offers are contingent on a background check screen that complies with applicable law. For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.

Compensation: $62,000-$100,000