About The Team
The Senior Associate will support and drive chatbot-related initiatives and other projects through strong data analysis, project coordination, and process improvement. This role focuses on improving customer experience, operational efficiency, and automation effectiveness by translating data insights into actionable improvements for chatbot flows, SOPs, and internal processes.
Job Description
- Chatbot Strategy & Optimization: Lead the end-to-end management of chatbot flows, including intent mapping, content updates, run testing and logic improvements
- Process Automation: Identify trends, inefficiencies, and experience gaps impacting customer satisfaction or agent workload into actionable improvements
- Data Analysis & Insights: Conduct deep-dive analysis on chatbot performance (e.g., fallback rates, resolution rates, and CSAT) to identify pain points and areas for automation
- Project Coordination: Lead cross-functional initiatives between Product, BI, and CS teams to implement new bot features or operational tools
- Reporting & Visualization: Build and maintain dashboards to track KPI and provide regular progress and insight reports
- Act as a data and process matter support for chatbot and related initiatives
Requirements
- Bachelor's degree in Business, Operations, or related fields
- Minimum 24 years of experience in operations, data analysis, or project management (Chatbot or CRM is a huge plus)
- Strong skills in GSheet/Excel and SQL
- Familiarity with chatbot and customer journey concepts is a strong plus
- Excellent communication and stakeholder management skills, both in Thai and English
- Proactive, detail-oriented, and able to work independently in a fast-paced environment
