CX Manager - Africa

Key Responsibilities

• Lead the design, refinement, and implementation of conversational AI workflows using the Proto platform, ensuring solutions align with client objectives and industry standards.
• Own client relationships and engagements, including requirement discovery, solution scoping, and translating business needs into effective AI-driven prompt and conversational strategies.
• Oversee chatbot performance optimization through analytics, A/B testing, and continuous improvement initiatives to drive strong customer experience and business outcomes.
• Manage, coach, and support team members delivering conversational AI and CX solutions, ensuring quality, consistency, and on-time delivery.
• Collaborate cross-functionally with global teams across CX, Product, R&D, and Operations to deploy integrated solutions using Proto and third-party tools.
• Act as a CX and conversational AI subject matter expert, clearly communicating complex technical concepts to both technical and non-technical stakeholders.
• Stay current on emerging trends in LLMs, NLP, and generative AI, proactively recommending enhancements to strengthen Protos CX offerings.
• Contribute to the development of scalable CX processes, best practices, and delivery frameworks across regions.

Required Skills and Qualifications

• Proven experience designing, deploying, and optimizing GPT-powered chatbots, with a strong understanding of prompts, LLMs, and NLP methodologies.
• Strong analytical skills with the ability to evaluate conversational performance, conduct structured testing, and implement data-driven improvements.
• Minimum of 3 years of client-facing experience in a technology, AI, or CX-driven environment, including stakeholder management responsibilities.
• Demonstrated people and project management experience, with a track record of delivering complex CX or AI solutions from concept to launch.
• Excellent written and verbal communication skills, with confidence leading discussions with clients and internal teams.
• Experience or solid understanding of industries such as financial services, healthcare, gaming, ecommerce, transport, or government.
• Comfortable operating in a fast-paced, global, and multicultural environment with a high degree of ownership and accountability.