Senior Manager, Conversational AI and Chatbot Development

Fidelity Investments - Durham, NC

Full-time - Mid Level

Hybrid - Durham, NC

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

Fidelity Charitable is seeking a Senior Manager for Conversational AI and Chatbot Development, responsible for managing and optimizing existing chatbot platforms. This role combines business acumen and technical expertise to ensure chatbot solutions meet business and customer needs while driving continuous improvement. The Senior Manager will oversee chatbot management, design conversational flows, update content, and collaborate with various internal teams to enhance user experience and compliance with regulatory standards.

Responsibilities

• Oversee and manage chat experiences to ensure they meet business requirements and provide a seamless user experience.
• Collaborate with business and technical teams to design, review, and update conversational flows that align with customer needs and organizational goals.
• Ensure chatbot content is up-to-date, relevant, and compliant with internal policies, regularly reviewing conversations to improve performance.
• Work closely with teams in Service, Compliance, and other business units to ensure chatbot interactions meet regulatory standards and align with broader organizational strategies.
• Act as a bridge between business and technical teams, translating business needs into chatbot functionalities while ensuring technological feasibility.
• Analyze chatbot performance metrics and conversations to identify opportunities for improvement, leading efforts to enhance responses and user satisfaction.
• 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.
• Maintain thorough documentation of chatbot workflows, updates, and improvements, ensuring transparency and alignment with business processes.
• Keep abreast of emerging chatbot technologies, AI advancements, and industry trends to drive continuous improvement and innovation.

Requirements

• 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.
• 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.

Nice-to-haves

• Development experience is a plus.

Benefits

• Flexible benefits that support employees through every stage of their career.
• Hybrid working model that blends onsite and offsite work experiences.