Design and improve chatbot prompts in French and English: write, test, measure impact, and iterate.
Formalize a continuous improvement cycle and document conversational design principles.
Audit and restructure the knowledge base (Intercom Articles) for the France and UK markets.
Keep content up to date in collaboration with product and business teams (contracts, products, processes).
Build monitoring dashboards: resolution rate, CSAT, escalations, cost per resolution, abandonment.
Produce regular reports for the Head of Operational AI and group operations. Detect anomalies in Intercom.
Support the chatbot’s expansion to new products, question categories, and markets. Define prompt and content needs for each new scope.

4 to 5 years of operational experience on a chatbot platform.
Intercom preferred; Zendesk AI, Ada, LivePerson, or Drift accepted.
Experience designing and optimizing prompts with measurable results (resolution rate, CSAT).
Understanding of LLM-based chatbot mechanisms: grounding, retrieval, hallucination—enough to diagnose and fix issues.
Excel or Google Sheets: ability to build reports independently from platform data.
Experience managing structured knowledge bases (Intercom Articles, Zendesk Guide, Notion, Confluence, or equivalent).
Native French, professional English (C1/C2). Able to switch between the two languages without friction.
Proven autonomy: comfortable working remotely with a manager based abroad and coordinating multiple local teams.
Curiosity about applied AI. Interested in what comes next, not just maintenance.

AI Chatbot Operations Manager

Key skills