AI Operation Supervisor **General Information** Req # WD00081832 Career area: Information Technology Country/Region: Malaysia State: Wilayah Persekutuan Kuala Lumpur City: Kuala Lumpur Date: Friday, May 9, 2025 Working time: Full-time **Additional Locations** : * Malaysia **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Key Responsibilities** 1. **Chatbot Lifecycle Management** 2. Own the daily operations of Lenovo’s multilingual AI chatbot (e.g., web, mobile app), including feature rollout, user feedback integration, and continuous improvement of NLP-driven workflows. 3. Localize chatbot interactions for diverse cultural contexts (e.g., Southeast Asia, Middle East, Europe), ensuring compliance with regional business practices and language nuances. 4. **Data-Driven Optimization** 5. Monitor KPIs such as **first-contact resolution rate** , **user satisfaction (CSAT)** , and **escalation-to-human rate** , generating actionable insights to refine AI models. 6. Conduct A/B testing and user journey analysis to optimize conversation flows, intent recognition, and multilingual knowledge base accuracy. 7. **Cross-Functional Collaboration** 8. Partner with AI engineers to prioritize model training needs and enhance semantic understanding for low-resource languages (e.g., Bahasa Malaysia, Arabic dialects). 9. Collaborate with regional CX teams to align chatbot capabilities with local customer support scenarios (e.g., warranty claims, e-commerce troubleshooting). 10. **User Adoption & Innovation** 11. Design onboarding strategies (e.g., in-app guides, UX microcopy) to improve chatbot adoption rates in new markets. 12. Explore AI/ML trends (e.g., sentiment analysis, voice-enabled interfaces) to future-proof chatbot solutions. **Requirements** 1. **Essential Qualifications** 2. Bachelor’s degree in Computer Science, AI, Business Analytics, or related fields. 3. **5+ years** of hands-on experience in **AI product operations** , preferably with chatbots or NLP platforms (e.g., Dialogflow, Watson Assistant). 4. Proficiency in data tools (SQL, Tableau, Power BI) and agile project management frameworks. 5. **Core Competencies** 6. Deep understanding of NLP technologies and multilingual localization challenges. 7. Strong communication skills in **English** (business fluent); proficiency in **Mandarin** or **Bahasa Malaysia** is a plus. 8. Ability to thrive in a multicultural environment with stakeholders across APAC, EMEA, and Americas. 9. **Preferred Skills** 10. Experience with AI ethics and compliance (e.g., GDPR, ASEAN data privacy regulations). 11. Familiarity with Lenovo’s global product ecosystem or B2C tech support workflows. **Additional Locations** : * Malaysia * Malaysia