AI Project Manager

Project overview

Context

A company wishes to improve the customer experience and performance of its e-commerce site through artificial intelligence services adapted to customer needs and business objectives. These services aim to facilitate access to information, guide customers in their choices, and simplify their journey, while enhancing the quality of service offered.

Mission

Lead the artificial intelligence projects for the e-commerce site and coordinate the various teams involved. The first project involves implementing an AI chatbot to assist visitors and customers in their purchasing journey. The project manager is responsible for business leadership and end-to-end coordination. Specialized teams handle technical design, development, security, and validations within their domain. Scope, budget, and launch decisions are submitted to the sponsor or designated managers.

Interlocutors include IT, AI, and data teams, customer service, marketing, product and content teams, legal, data protection, and security teams, as well as service providers.

Main Responsibilities

Technical Environment

Expected Deliverables

Essential Skills / Qualities:

Digital or e-commerce project management, Cross-functional stakeholder coordination, Generative AI and understanding its limitations, Design of conversational flows and content management, Management of testing, launch, and continuous improvement

• Gather team expectations and customer needs, identify relevant use cases, define objectives, scope, expected benefits, and success criteria.
• Formalize functional requirements and prioritize the roadmap based on value, feasibility, and dependencies.
• Build and track the schedule, milestones, resources, and allocated budget; clarify responsibilities, lead follow-up meetings and steering committees, manage risks, and prepare decisions.
• Coordinate local, central, and external teams according to the agreed scope.
• Define user journeys with business and UX teams, coordinate the preparation, validation, and updating of reference content.
• Formalize operating rules, service limitations, and situations requiring human intervention.
• Build the business acceptance testing plan, coordinate tests, track bug fixes, consolidate technical and business validations, prepare the launch decision, and organize a phased deployment.
• Monitor quality, usage, costs, and results; analyze customer feedback and incidents, prioritize improvements, support teams, and propose new AI use cases.
• For the chatbot, define the covered questions, languages, relevant pages, brand tone, and escalation procedures to a human agent.
• Validate authorized sources and their updates: catalog, features, compatibility, offers, and service information.
• Test the relevance of responses, erroneous or fabricated information, ambiguous requests, out-of-scope cases, and transfers to customer service.
• Coordinate validations with legal, data protection, and security teams, particularly regarding exchanged data and system access.
• Prepare production monitoring, incident management, and rollback or suspension procedures.
• Artificial Intelligence: Generative AI, AI chatbot, conversational service
• Activity: E-commerce site, purchasing journey, reference content, knowledge bases
• Scoping note and objectives
• Roadmap and schedule
• Requirements and conversational flows
• Content management rules
• Test plan and results report
• Launch dossier
• Dashboard and continuous improvement plan

Nice to have

Experience with chatbots, customer service, or knowledge bases

Project details

• Start: flexible
• Remote: hybrid
• Location: 93400 Saint-Ouen-sur-Seine, France, FR
• Rate: 75-75 EUR/h
• Languages: French