Chat Conversation Designer
YETI Coolers, LLC

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As Chat Conversation Designer, you are directly responsible for the optimization of our Direct to Consumer (DTC) Chat channel. At YETI we are focused on providing consistent, reliable, and transparent service through all contact methods. This role will monitor the quality and performance our Chat channel, directly manage the Chatbot, and look for opportunities to optimize and expand our services to meet the evolving needs of our valued customers. You will report to the Senior Manager, Customer Experience, and ensure the integrity of the YETI brand is consistent and seamless. You will be expected to work collaboratively throughout the organization to develop and implement chat tools, processes, and programs. You will be responsible for working with all contact centers to expand their Chat service level through systems management and quality. Additionally, you will work cross-functionally to better the customer experience, identify and address knowledge gaps within our support teams.

Responsibilities:

• Execute strategy to optimize YETI's online chat experience, deliver results, and oversee overall channel success
• Oversee and design chatbot conversations and answers to ensure quality, transparency, consistency, and alignment to publishing standards and branding style guides
• Utilize data-mining methods to identify opportunities for improvement in our artificial intelligence knowledge base
• Train the artificial intelligence by reviewing responses and providing consistent feedback
• Create personalized experiences for YETI customers engaging via chat or online contact methods
• Write dialog and other related copy for conversational experiences that align with best practices and YETI brand guidelines
• Document trends within the responses to communicate areas for improvement
• Use data and opportunity-identification methodology to help prioritize the work needed
• Ideate and create customer journeys through self-service experiences like bot messages and product builds, measure and improve our deflection rate
• Be an authority to grow the inventory of high impact chatbot conversation flows
• Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
• When needed, design and lead different types of testing (A/B, focus groups, usability testing, QA), synthesize results, and iterate based on results to ensure customer-centric and highly usable products
• Stay current on industry trends, provide recommendations for improvement, and implementation, and adapt team operations to remain innovative
• Assist with the development of the bot operations roadmap and strive to meet quarterly OKRs

Qualifications and Attributes:

• Bachelor's degree required
• Direct experience managing a chat channel and chatbot tool is required
• At least 3 years of experience in conversation design
• Experience developing interaction models for conversational AI platforms.
• Excellent written communication skills and consistent track record to make sophisticated topics easy and engaging
• Self-directed, highly motivated, and proactive
• Methodical, analytical, and data-driven
• Agile methodology
• Thrives in a fast-paced, global environment where continuous learning is a must
• Able to quickly adapt to shifting priorities, demands, and timelines
• Passionate about innovating the customer experience
• Strong problem-solving skills
• Hunger for continuous improvement personally and professionally
• Driver of change and solution oriented - identify the opportunity and recommend solutions

YETI is proud to be an Equal Opportunity Employer.

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