Manager, Knowledge Management & Conversational AI
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Protocol Intelligence
Data-driven signals on your job's competitivenessNiche senior conversational AI/KM role in Bangalore; specialist but metro location attracts experienced applicants.
Moderate transferability—conversational AI and KM skills cross industries but need platform/contact-center experience.
Explicit 8+ years and domain-specific platform and KM requirements make shortlisting highly selective.
Job Description
Structured overview of role & requirementsAbout This Role
Lead strategy, optimization, governance, and performance for enterprise chatbot and virtual assistant platforms to improve self-service adoption and support deflection.
Own enterprise knowledge management practices including content lifecycle, governance, taxonomy, and knowledge gap identification to enhance support experiences.
Define and track key conversational AI and knowledge management KPIs, develop executive reports, and drive continuous improvement based on analytics insights.
Minimum Requirements
8+ years experience in knowledge management, customer experience, customer support operations, digital self-service, conversational AI, chatbot management, or service management.
Experience managing enterprise knowledge bases or self-service platforms.
Strong analytical, problem-solving, communication, and stakeholder influencing skills.
Bachelor's Degree required (in Business, Information Systems, Communications, Customer Experience, Technical Writing, or related field).
Ideal Candidate Profile
Experienced in managing chatbot or conversational AI products, knowledge management programs, or digital self-service platforms at a managerial level.
Proven ability to partner with technical and business teams to drive improvements in chatbot effectiveness and knowledge base utilization.
Experienced in establishing governance frameworks and driving measurable business outcomes through technology optimization initiatives.