ID.me is looking to design, manage, and advance its chatbot ecosystem within the Support function to deliver seamless, scalable member support experiences.
Requirements
- 1+ years of professional experience with chatbot platforms, conversational AI, or automation workflows
- 1+ years of experience utilizing analytical skill sets to track KPIs and using data insight to drive improvements
- 1+ years utilizing a Mac or PC operating system
- 1+ years of experience using Google Suite and/or Microsoft Office Suite
- Experience developing chatbot flows or owning conversational AI initiatives
- Experience with large language model (LLM) prompt engineering and retrieval-augmented generation (RAG)
- Experience with entry-level coding via JavaScript language
Responsibilities
- Manage chatbot initiatives end-to-end, including flow design, testing, and iteration.
- Enhance chatbot performance by improving resolution rates, streamlining escalations, and adapting to evolving member needs.
- Track, analyze, and report on chatbot KPIs (e.g., containment rate, resolution rate, escalation volume, satisfaction) and use insights to drive continuous improvements.
- Prototype and evaluate new use cases to expand chatbot automation, ensuring scalability and alignment with organizational goals.
- Collaborate cross-functionally with Support, Product, and Engineering teams to align chatbot initiatives with broader strategy.
Other
- Bachelor's degree in Business, Communications, Computer Science, or related field
- Ability and willingness to work in-office five days per week
- Strong project management skills, with the ability to manage multiple initiatives simultaneously
- Excellent analytical skills to interpret performance data and translate insights into actionable improvements
- ID.me applicants must be able to pass a background check including: criminal background and a review of credit reports (not credit scores)
