About the Role

Are you an innovative professional with a passion for combining artificial intelligence, data optimization, and operational excellence to elevate customer experience?

We are looking for an innovative professional to lead the optimization and performance of RX AI-powered systems, including Concierge and RX Assist. 

Your mission is to ensure that these intelligent platforms deliver accurate, relevant, and seamless support to both guests and advisors, aligning directly with our strategic goals.

Importantly, you'll manage key AI performance metrics including intent recognition rate, resolution rate, response latency, and hallucination rate. You will fine-tune AI models, enhance Retrieval-Augmented Generation (RAG) capabilities, and curate the airline’s knowledge base to ensure information accuracy, consistency, and compliance.

All while collaborating closely with stakeholders across disciplines to continuously enhance system performance, integrate AI-driven content, and ensure optimal handoffs between virtual and human agents. 

Critically, your ability to interpret business performance data and align AI initiatives with commercial goals will be key to our continued digital transformation.

Step into the role where your innovations power the next era of smart guest experience.

About You

Degree qualified, you will demonstrate at least 5 years of experience in airline or global customer service operations, AI performance management or optimization of AI-driven systems. 

You are expected to possess direct experience working with machine learning, natural language processing, and Retrieval-Augmented Generation (RAG) technologies.

Naturally, you will be managing contact center operations, building or improving knowledge base systems, and ensuring that AI content remains accurate, structured, and compliant with privacy standards.