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Chatbot Linguist Manager - Senior Leader

Company: Wells Fargo Bank
Location: Gastonia
Posted on: November 10, 2019

Job Description:

Job Description
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.The Innovation Group, a part of PVSI, is dedicated to serving as the catalyst for transformational change across the company, focusing on fostering the growth of big ideas that will efficiently influence business models, processes, and programs in order to meet evolving customer needs. The team actively partners across the enterprise with business lines, data and analytics, operations, and marketing to provide resources, support, and visibility that will help transform business models, products, and services. - - -The Artificial Intelligence Enterprise Solutions (AIES), part of the Innovation Group at Wells Fargo, was formed in early 2017 with the goal of enabling the enterprise to leverage AI capabilities to deliver insightful and personalized experiences for customers and team members, drive greater operational efficiency, and better manage risk.The AI Manager / Chatbot Linguist Manager - Senior Leader will be responsible for building human language data sets for to train machine learning models driving the chatbots. They will also be responsible for managing a team of linguists and data annotators working on multiple AI projects. One of the key responsibilities for the AI team is to build and manage chatbot and virtual assistant (CVA) platforms to deliver conversational experiences for customers and team members all across the bank. The manager should understand how all these platforms enable a good customer experience and the role a linguist plays in building and maintaining good conversational experiences. They should be able to analyze historical customer interaction data and make decisions on how to use that data to build training data sets and train the models. They should also be a subject matter expert on ML model performance and tuning.This is an opportunity to join a start-up within a large organization. Be flexible and adaptable - this is an evolving space, we're going to learn, things will change. Be curious and creative - help us find solutions and chart the course. Be action-oriented - we need to roll up our sleeves, work hard, and get a lot of stuff done.Primary responsibilities include but are not limited to:

  • Define the Linguist team vision and roadmap across multiple use cases
  • Develop best practices, methods and tools to enable the Linguist and annotators team to perform their duties
  • Manage and guide a team of Linguists and data annotators to ensure we deliver and deploy well trained ML models driving the chatbots
  • Identify and collect sources of data for creating training data sets for different use cases and channels
  • Extract meaningful and relevant utterances from historical data
  • Train the chatbots using the data sets created for individual use cases
  • Work closely with NLP teams to understand additional training data and/or corpus data requirements and annotation requirements
  • Report data quality and model performance metrics
  • Work closely with multiple AI teams to manage the process of reviewing and maintaining the bot conversational experience performance
  • Monitor the performance of the bot, frequently review key metrics and reports, and add additional data to improve the performance of the chatbots
  • Ensure that our Virtual Assistant delivers intelligent and intuitive conversations, resulting in a great customer experience on an on-going basisAs a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
    • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
    • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.Important Notes:
      • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. - Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
      • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. - - If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

        Required Qualifications
        • 5+ years of experience in one or a combination of the following: Artificial Intelligence, Data Science, Business Analytics/Insights, or Digital Products/Program Management
        • 3+ years of leadership experience

          Desired Qualifications
          • Excellent verbal, written, and interpersonal communication skills
          • Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
          • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
          • Ability to develop and execute business vision, strategies, and goals
          • Ability to develop partnerships and collaborate with other business and functional areas
          • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
          • Ability to be proactive, innovative and creative in meeting customer and enterprise needs
          • Knowledge and understanding of Artificial Intelligence (AI) disciplines such as Machine Learning or Natural Language Processing

            Other Desired Qualifications
            • 3+ years of experience in Artificial Intelligence, Natural Language Processing, Machine Learning, Chatbot, and Virtual Assistant
            • Experience designing, developing and deploying large training data sets
            • Familiar with utterances, entities, intents, classification, annotation, business rules and APIs
            • Experience with Artificial Intelligence (AI) industry trends and business applications
            • Strong understanding on data management and annotation processes

              Job Expectations
              • Ability to travel up to 20% of the time

                Street Address
                CA-SF-Financial District: 333 Market St - San Francisco, CA
                NC-Charlotte: 301 S Tryon St - Charlotte, NC


                All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

                Relevant military experience is considered for veterans and transitioning service men and women.
                Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Keywords: Wells Fargo Bank, Gastonia , Chatbot Linguist Manager - Senior Leader, Executive , Gastonia, North Carolina

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