Manager, Knowledge Management & Conversational AI
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Protocol Intelligence
Data-driven signals on your job's competitivenessSenior, niche skillset and lesser-known employer reduce applicant competition despite Bengaluru metro location.
Skills transferable across industries but require specific KM and conversational AI experience, so moderate sensitivity.
Explicit 8+ years requirement plus domain experience and platform knowledge increases shortlisting strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Own and drive continuous improvement of enterprise chatbot and virtual assistant platforms to enhance self-service adoption, chatbot effectiveness, and support deflection.
Lead enterprise knowledge management strategy including content governance, article lifecycle management, taxonomy, and accuracy for self-service and support channels.
Define, track, and report key performance indicators such as deflection rate, containment rate, and user satisfaction; deliver data-driven insights and partner with cross-functional teams for platform optimization.
Minimum Requirements
8+ years of experience in Knowledge Management, Customer Experience, Customer Support Operations, Digital Self-Service, Conversational AI, or Chatbot Management.
Experience managing enterprise knowledge bases or self-service platforms is mandatory.
Strong analytical, content creation, and stakeholder management skills required.
Bachelor's Degree in Business, Information Systems, Communications, Customer Experience, Technical Writing, or related field.
Ideal Candidate Profile
Background in managing knowledge management, conversational AI, chatbot programs, or digital self-service initiatives with measurable business outcome delivery.
Experience working across technical and non-technical teams to influence and optimize enterprise self-service platforms and governance.
Proven ability to develop governance frameworks, content strategy, and analytics reporting that improve chatbot and knowledge management effectiveness.