BizOps Process Analysts

Description

eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, commodity trading, cryptocurrency trading, and more.

We strive to make money management available and accessible to everyone (even to users with no prior experience or knowledge). We have over 33 million users worldwide, and our platform is available in over 140 countries around the world. With over 1500 employees worldwide, We have locations in the US, Cyprus, UK, Australia, Germany, and Israel, and we are constantly growing and expanding into new markets.

We are constantly growing and are excited to share that we are looking for a CRM ChatBot & AI Product Manager to join our team!

The mission of the CRM ChatBot & AI Product Manager is to design an effortless, best-in-class customer support journey.

This includes setting strategy and designing flows for our automated support platform. You will report to the Business process manager, and be an integral part of designing conversation experiences that drive faster and more effective issue resolution for eToro customers.

In this role, you will take ownership of our knowledge base, and the Workflow Builder within our chatbot by auditing conversation flows, authoring conversation flows(by the development team), and implementing standards for future conversation design.

You will be a strategic advisor, subject-matter expert, and thought leader.

What You'll Achieve:

• Use analytics, A/B testing, and generative AI recommendations to measure performance and identify gaps within the customer journey. Translate data into actionable improvements.
• Define conversation design strategy and guidelines to inform the work of our Subject Matter Experts (SMEs). Oversee all changes to the customer support journey through approval of new processes and workflows.
• Identify and action on cost-saving opportunities within both chatbot experiences and agent-facing processes, prioritizing those with the highest impact.
• Oversee article creation and maintenance process (matrix environment), prewritten responses, intent training, and bot conversations (including scenario design and flow mapping) in support of new product launches and operational scope changes.
• Partner with Customer Facing Leaders to drive visibility and with training and quality teams to communicate knowledge base changes and measure success.
  
  

Requirements

• 4+ years of conversation design experience with in-depth knowledge of conversational design, Knowledge Base authoring experience, UX copy, or linguistic content verification.
• Demonstrated experience designing best-in-class customer experiences using both chat bots and agent-driven process; using data to show the ROIfrom those designs
• Have a metrics mindset: You believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions.
• You are able to determine the root cause in order to solve complex user issues through conversation design.
• You have a proven ability to deal with ambiguity in a rapidly changing business environment.
• You have experience with Forethought, Ada, or Liveperson, and using generative AI for support automation.
• Salesforce Admin certification
• Experience in launching AI (LLM) based products to the mass market
  
  

Nice to Haves:

• Additional languages
• Early adopter's personalities with a passion for new technologies
  
  

This role requires a ‘can-do’ attitude, and availability for a full-time position in a hybrid environment.

• We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of
  
  

our customers. If you’re excited about a role, but your experience doesn’t align perfectly with every bullet point listed in the job description, we still

encourage you to apply.