Assistant Manager || Process Excellence

About the RoleWe are looking for a detail-oriented and creative individual to take ownership of the Bot Knowledge Base (KB) and Prompt Design across platforms like Chatbots and WhatsApp Bots. This role is crucial in delivering a seamless conversational experience, optimizing automation, and reducing operational costs.
What You’ll DoBot Prompt Design & Conversation FlowsDesign, refine, and maintain prompts for key merchant queriesCreate empathetic, accurate, and user-friendly conversation flowsTranslate backend logic into clear, intuitive bot interactionsKnowledge Base (KB) ManagementOwn the end-to-end lifecycle of bot KB entries (create/update/retire)Collaborate with product and business teams for real-time updatesMaintain fallback rules, SOP triggers, and escalation logicBot Journey & Automation ImprovementIdentify inefficiencies and enhance automation flowsDrive initiatives to reduce manual intervention and improve resolutionCross-Functional CollaborationAct as the primary POC for prompt and KB changesWork closely with Product, Ops, Risk, Compliance, and Tech teamsEnsure alignment and validation of bot changes pre- and post-deploymentPerformance Analysis & ReportingMonitor key KPIs: pass-through reduction, cost savings, intent success ratesUse data insights to continuously optimize bot responses and flows
What We’re Looking For2–5 years of experience in bot writing, CX automation, or ops analyticsStrong writing and storytelling skills for building conversational flowsFamiliarity with bot platforms, LLMs, or Gen AI toolsProficiency in Excel, Google Sheets, or dashboarding toolsAnalytical mindset with strong problem-solving abilitiesEffective communicator with experience working cross-functionally
Why Join Us?You’ll play a key role in shaping how users interact with our automation platforms, directly impacting customer satisfaction and business efficiency. If you're passionate about conversational design and automation, we’d love to hear from you