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Posted Jun 16

Chatbot Manager

Austin, TX Full time

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As Chatbot Manager, you are directly responsible for the optimization of our Direct to Consumer (DTC) Chat channel. At YETI we are focused on providing consistent, reliable, and transparent service through all contact methods. This role will monitor the quality and performance our Chat channel, directly manage the Chatbot, and look for opportunities to optimize and expand our services to meet the evolving needs of our valued customers. You will report to the Senior Manager, Customer Experience and ensure the integrity of the YETI brand is consistent and seamless through the Chat channel. You will be expected to work collaboratively throughout the organization to develop and implement chat tools, processes, and programs. You will be responsible for working with all contact centers to expand their Chat service level through systems management and quality. Additionally, you will work cross-functionally to better the customer experience, identify and address knowledge gaps within our support teams.

Responsibilities


  • Execute strategy to optimize YETI’s online chat experience, deliver results, and oversee overall channel success
  • Manage the strategic evolution of our online chat program as well as identify and drive the use of other emerging online customer engagement tools
  • Oversee chatbot conversations and answers to ensure quality, transparency, consistency, and alignment to publishing standards and branding style guides
  • Utilize data-mining methods to identify opportunities for improvement in our chatbot knowledge base
  • Train the artificial intelligence by reviewing responses and providing consistent feedback
  • Create personalized experiences for YETI customers engaging via chat or online contact methods
  • Document trends within the responses to communicate areas for improvement
  • Use data and opportunity-identification methodology to help prioritize the work needed
  • Be an authority to grow the inventory of high impact chatbot conversation flows
  • Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
  • Assist with the development of the bot operations roadmap and strive to meet quarterly OKRs
  • Ideate and create customer journeys through self-service experiences like bot messages, and product builds, measure and improve our deflection rate
  • Supervise performance toward key operational critical metrics and monitor progress over time
  • Engage with cross-functional teams such as IT, eCommerce, Product, Marketing, and Sales when needed to understand the details of their business needs
  • Continually look to identify opportunities to enhance the customer experience
  • Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative
  • Foster a culture of continuous improvement
  • Provide team and leadership feedback

Qualifications And Attributes


  • Undergraduate degree or equivalent combination of education and work experience. Graduate degree preferred
  • At least 6 years relevant experience in contact center or contact channel management
  • At least 2 years managerial/leadership experience
  • Excellent written communication skills and consistent track record to make sophisticated topics easy and engaging
  • Self-directed, highly motivated, and proactive
  • Methodical, analytical, and data-driven
  • Thrives in a fast-paced, global environment where continuous learning is a must
  • Able to quickly adapt to shifting priorities, demands, and timelines
  • Passionate about innovating the customer experience
  • Strong problem-solving skills
  • Hunger for continuous improvement personally and professionally
  • Driver of change and solution-oriented – identify the opportunity and recommend solutions
  • Direct experience managing a chat channel and chatbot tool is required

Based in Austin, Texas (relocation assistance provided). This is a hybrid role with onsite required part of the week.

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