Columbia Sportswear, Inc.:
Digital Chat Product Specialist III Job in Burlington, VT

General Position Summary:
This position will support the implementation and continued development of our Virtual Chat Assistant (chatbot) and live chat support team within Customer Care. This is a high visibility role that will be responsible for the scripting of the chatbot, as well as assisting in the knowledge content build. This role will also provide insight and aid in the measurement and tracking of results through analytics.

Essential Functions/Responsibilities:
Responsible for conversational design of chatbot
Support business partners to review and manage conversational experiences on our live Chatbot/Virtual Assistant product
Responsible for vendor communication and feedback ensuring continued improvement
Liaisonbetween eCommerce, Customer Care and vendor teams to ensure all project objectives are executed.
Manage project roadmap
Train chatbot to handle upsell/cross-sell to drive incremental revenue
Continually optimize the chatbot to ensure incremental improvement
Responsible for the measurement and tracking of chat support results through analytics; provide performance analysis of team to identify service deficiencies and potential training gaps
Aid in the creation of policies, procedures and Quality standards for chat support
Ensure continuous collaboration between Customer Care, Fraud and Warranty
Take on additional tasks such as special projects and other duties assigned by Manager
Maintain positive, open lines of communication with all Columbia Sportswear management, staff and other departments
Secondary Functions:
Additional responsibilities that occur less frequently or have less impact but are still required.
Perform other duties as assigned.

Job Scope:
Amount of variance in work situations
Level of complexity/problem solving
Degree of independence in job performance and decision making
Level of visibility and impact both internally and externally
Overall effect on business/Impact of errors in judgment

Usually works with minimal supervision and may consult with higher level professionals on unusual matters. Contributes to complex projects and carries out assignments independently.
Solves moderately complex problems, and develops creative solutions based on the evaluation of multiple options. Impact is defined by the ability to influence decisions through expertise.
Solid knowledge of principles, concepts, and theories within own function and other related areas. Applies broader knowledge of industry standards/practices to assignments.

Supervisory Responsibility:
May provide guidance to lower level professional staff, but has no formal supervisory responsibility.

Specific Job Skills:
Strong analytical, reasoning, and problem-solving skills. Ability to analyse and drive metric improvements within digital environment, both live and bot
Process improvement methodology
Strong organizational, time, and project management skills
Excellent verbal and written communication skills
Feedback strategies
Proficient in MS Office applications (Outlook, Excel, Word and PowerPoint)
Effective presentation skills
Design skills including creation of process flows that will help through chatbot flow requirements and design.
Education:
Bachelors degree; or equivalent knowledge and skills obtained through a combination of education, training and experience

Experience:
3+ years demonstrated experience with chat bot scripting and AI/chatbot platforms
5- 7 years of digital/ecommerce experience
Successfully deployed chatbots on common messaging and chat services or on enterprise websites
Experience in creating chatbot workflows, user flows, process flows
Experience working cross functionally and collaboratively with all levels of an organization
Facilitate adoption and improvement of chatbot and live chat support
Job Conditions:
Ability to work independently and under minimal supervision
Must maintain flexibility of schedule applicable to the success of the business
Must be able to sit for extended periods of time
Ability to bend, stoop, kneel, and operate computer hardware/software including keyboarding

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Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one for over 70 years, constantly working to perfect the art and enjoyment of the greater outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that offers them much more than just a paycheck.


This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.


For US/CAN Postings Only:

At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.