Assistant Manager || Process Excellence

About the Role

Bot Knowledge Base (KB)

What You’ll Do

Bot Prompt Design & Conversation Flows

Design, refine, and maintain prompts for key merchant queries

Create empathetic, accurate, and user-friendly conversation flows

Translate backend logic into clear, intuitive bot interactions

Knowledge Base (KB) Management

Own the end-to-end lifecycle of bot KB entries (create/update/retire)

Collaborate with product and business teams for real-time updates

Maintain fallback rules, SOP triggers, and escalation logic

Bot Journey & Automation Improvement

Identify inefficiencies and enhance automation flows

Drive initiatives to reduce manual intervention and improve resolution

Cross-Functional Collaboration

Act as the primary POC for prompt and KB changes

Work closely with Product, Ops, Risk, Compliance, and Tech teams

Ensure alignment and validation of bot changes pre- and post-deployment

Performance Analysis & Reporting

Monitor key KPIs: pass-through reduction, cost savings, intent success rates

Use data insights to continuously optimize bot responses and flows

What We’re Looking For

2–5 years of experience in bot writing, CX automation, or ops analytics

Strong writing and storytelling skills for building conversational flows

Familiarity with bot platforms, LLMs, or Gen AI tools

Proficiency in Excel, Google Sheets, or dashboarding tools

Analytical mindset with strong problem-solving abilities

Effective communicator with experience working cross-functionally

Why Join Us?

You’ll play a key role in shaping how users interact with our automation platforms, directly impacting customer satisfaction and business efficiency. If you're passionate about conversational design and automation, we’d love to hear from you