UnaBot AI Assistant Manager

Job Posting Title: Unabot AI Assistant Manager

Location: UniOps Bangalore

About Unilever:

Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you. 

PURPOSE OF THE ROLE

As part of the Employee Technology Organisation, the Unabot AI Assistant Manager plays a pivotal role in ensuring the optimal use, governance, and continuous enhancement of Unilever’s AI‑powered digital assistant platform (Una).

The role focuses on maximising business value from AI‑driven self‑service, ensuring that knowledge, insights, and conversational experiences are accurate, relevant, trusted, and continuously improved.

Working closely with the Unabot AI Product Owner, the role partners with multiple business functions (HR, IT, Supplier Ops) to ensure the full functional capability of the AI chatbot platform is realised, adoption is driven at scale, and enhancements are aligned to evolving employee needs and AI advancements. Vendor management is a good to have exposure.

The role also requires staying current with AI, conversational AI, and generative AI enhancements introduced by platform providers and translating these into tangible business outcomes.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Partner with the Unabot AI Product Owner to deliver new and innovative AI‑driven solutions on the chatbot platform, aligned to business requirements and employee experience outcomes.

• Work closely with senior stakeholders across business functions and supplier partners to design, prioritise, and deliver AI‑enabled self‑service capabilities and knowledge experiences.

• Ensure the service provider delivers services in line with agreed scope, service level agreements (SLAs), and contractual obligations, with specific focus on AI response quality, accuracy, and reliability.

• Maintain a strong understanding of knowledge management principles, including how structured and unstructured knowledge is consumed by AI systems.

• Participate in and contribute to the governance framework for AI‑enabled knowledge management, including policies, standards, ethical use of AI, and definition of key performance indicators (e.g. deflection, accuracy, sentiment, containment).

• Support incident reduction and increased self‑service deflection by continuously improving AI answer quality, knowledge relevance, and conversational flows.

• Establish and maintain governance with functions and markets to ensure knowledge content is AI‑ready, well‑structured, and continuously optimised for chatbot consumption.

• Drive continuous improvement across the knowledge lifecycle using user sentiment, analytics, AI performance metrics, and feedback loops.

• Perform periodic knowledge and AI performance audits to identify gaps, risks, and improvement opportunities.

• Develop and maintain training and enablement materials (including guides and videos) to help business users, contributors, and stakeholders understand how to work effectively with AI‑powered tools.

• Actively drive best practices and adoption of AI‑enabled self‑service across the organisation.

• Own and deliver insights and reporting related to chatbot usage, AI performance, knowledge effectiveness, and user experience.

• Collaborate effectively with cross‑functional stakeholders, demonstrating strong communication skills to translate AI and technical concepts into business‑friendly language.

EXPERIENCE & QUALIFICATIONS

Essential

• Language: English (fluent)

• 5 years of IT experience, ideally in a global or regional role

• Strong customer‑ and service‑centric mindset

• Ability to work under pressure and navigate ambiguity

• Experience working with diverse, cross‑functional, vendor management and technical teams

• Ability to adapt quickly and learn new technologies and ways of working

• Strong networking, influencing, and stakeholder management skills

• Passion for continuous improvement and service excellence

• High level of self‑motivation and accountability

AI‑Related Experience (Essential / Strongly Preferred)

• Hands‑on experience working with AI‑powered platforms, chatbots, or digital assistants (e.g. conversational AI, virtual agents, self‑service tools).

• Good understanding of how AI models consume, retrieve, summarise, and present knowledge.

• Experience analysing AI performance metrics such as accuracy, containment, deflection, sentiment, and feedback signals.

• Ability to identify AI response gaps, hallucinations, or quality issues and work with technical teams and vendors to remediate them.

• Awareness of responsible AI principles, including data quality, bias, transparency, and employee trust.

PREFERRED EXPERIENCE & QUALIFICATIONS

• Experience managing IT service providers, knowledge management services, and external suppliers

• Good understanding of service management and governance processes

• Experience working with data, analytics, or insights platforms

• Appreciation of IT infrastructure and enterprise application landscapes

• Experience working with ServiceNow or similar service management tools

• Experience creating and maintaining Power BI dashboards or similar analytics solutions

• Exposure to generative AI capabilities (e.g. summarisation, search relevance, prompt‑based interactions) is an advantage

SKILLS

• IT Service Management / ITIL

• Agile Delivery

• Knowledge & User Search

• Stakeholder Management

• Vendor Management

• Analytical Thinking

• Data & Insight Analysis

• Project Management

• Effective Communication

• Microsoft Power BI

• Product & Experience Improvement

Conversational AI & Digital Assistan

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