Senior Chatbot Training - Operations, ShopeeFood

What you'll do

• Own and drive chatbot performance KPIs: Bot Resolution Rate, CSAT, Coverage, and Solved Rate; proactively define and execute action plans to close performance gaps.
• Analyze user interactions and identify key improvement opportunities to enhance bot training, intent accuracy, and conversational flows.
• Design, train, and continuously optimize chatbot content (intents, responses, workflows) to improve self-service success rate and reduce agent dependency.
• Define and standardize chatbot training frameworks, including intent structure, training processes, and performance tracking; drive priorities and initiatives to continuously improve automation and user experience.
• Collaborate with local (Product, CS, BI) and regional stakeholders to propose, influence, and scale chatbot initiatives aligned with regional strategy and best practices.
• Proactively identify automation opportunities and deliver data-backed proposals to shape chatbot roadmap and drive adoption across markets.
• Manage BPO agents in chatbot training and data labeling:
• Define training guidelines, workflows, and quality standards
• Monitor performance and ensure SLA/KPI adherence
• Conduct regular audits and coaching to improve output quality
• Handle incident management, troubleshoot chatbot issues, and ensure minimal operational disruption.
• Drive A/B testing and experimentation to validate improvements and optimize chatbot performance at scale.

Requirements

• At least 2 years in chatbot training / conversational AI / automation, with proven ownership of performance metrics
• Strong experience in intent design, training data optimization, and conversation flows
• Proven track record of improving bot KPIs (Resolution Rate, CSAT, Coverage, etc.)
• Experience working with regional or cross-market stakeholders is a strong advantage
• Strong analytical and problem-solving skills; able to translate data into actionable insights
• Familiarity with APIs, scripting, or chatbot platforms is a plus
• Strong communication skills, able to influence both technical and business stakeholders