Assistant Manager-Digital Service Channels

The Digital Service Channels Assistant Manager supports the end-to-end management and continuous improvement of conversational AI and digital service channels across its brands and clients. Working closely with the Operations & AI Optimisation, the role translates guest needs, operational requirements and business priorities into reliable, consistent and commercially effective experiences across chatbots, messaging and emerging AI-enabled channels. The role coordinates channel performance, conversation and content management, business requirements, testing, releases, reporting and optimization.

It also works across internal teams and external partners to ensure solutions are accurate, on-brand, measurable, compliant and effectively connected to human-assisted services.

• Maintain channel roadmaps, enhancement backlogs and release priorities in line with guest needs, operational requirements and business objectives.
• Coordinate day-to-day channel operations, configuration changes, launches and campaign readiness, ensuring consistent experiences across devices and touchpoints.
• Monitor service availability and guest-impacting issues, coordinate resolution through to closure, and ensure automated journeys hand over effectively to human-assisted channels.
• Coordinate conversation flows, intents, prompts, response libraries and knowledge content across supported brands, channels and languages.
• Translate operational, product and promotional information into clear, concise and on-brand guest communications.
• Work with content owners, Brand, Marketing, Operations, Legal and other stakeholders to validate accuracy, approvals, translations and publishing dates.
• Analyze unanswered questions, fallback responses, guest feedback and knowledge gaps; prioritize corrective updates and retire outdated content through controlled publishing practices
• Gather and document business requirements, user stories, process flows and acceptance criteria in partnership with business and technical stakeholders.
• Coordinate workshops, priorities, dependencies, action logs, risks and decisions throughout the delivery lifecycle.
• Plan and execute user acceptance testing, regression testing, content validation and defect triage; maintain evidence and secure the required business sign-offs.
• Coordinate go-live readiness, stakeholder communication, training materials, hypercare and post-implementation reviews for new channels and enhancements.
• Define and monitor channel measures including adoption, automation, transfer, fallback, accuracy, guest satisfaction, conversion, revenue contribution and operational efficiency.
• Produce regular dashboards and performance reports by brand, channel, language and use case for internal management, clients and relevant stakeholders.
• Validate tracking, data quality and attribution; work with Analytics and platform partners to investigate anomalies and close measurement gaps.
• Conduct root-cause analysis and convert findings into clear recommendations, owners and improvement actions, tracking progress and benefits through to completion.
• Prioritize the continuous-improvement backlog using performance data, guest impact, effort, risk and strategic value.
• Run controlled tests on content, conversations and journeys, measure outcomes and scale changes that demonstrate a clear improvement.
• Coordinate solution tuning, knowledge updates and retraining activities with internal subject-matter experts and technology partners.
• Research developments in conversational AI, generative AI, automation and digital commerce; assess suitability and support pilots, business cases and responsible adoption.
• Act as a day-to-day liaison across Contact Centre, Operations, Brand, Marketing, IT, Data, Commercial, Legal and Privacy teams to align digital service delivery.
• Coordinate external partners against agreed scope, milestones, service levels and quality expectations, maintaining clear actions and follow-up.
• Facilitate timely decisions and elevate blockers, delivery risks, changes or resource requirements to the Digital Guest Experience Manager.
• Build stakeholder confidence through clear communication, evidence-based recommendations and structured onboarding or knowledge transfer for relevant teams.
• Apply governance for content approval, access, change control, release management, versioning, audit trails and supporting documentation.
• Ensure digital service channels comply with data privacy, cybersecurity, responsible AI, accessibility, brand and…