About the Job:
The company, headquartered in the Saudi capital, is the new national airline that aims to shape the future of flying. The airline seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub—a digitally native airline that will connect the kingdom to more than 100 destinations.
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We are looking for an innovative professional with a passion for combining artificial intelligence, data optimization, and operational excellence to elevate customer experience. You will lead the optimization and performance of AI-powered systems, including Concierge and RX Assist. Your mission will be to ensure these intelligent platforms deliver accurate, relevant, and seamless support to both guests and advisors, aligning directly with our strategic goals.
Your responsibilities will include managing key AI performance metrics such as intent recognition rate, resolution rate, response latency, and hallucination rate. You will fine-tune AI models, enhance Retrieval-Augmented Generation (RAG) capabilities, and curate the airline’s knowledge base to ensure information accuracy, consistency, and compliance. Collaboration with stakeholders across disciplines will be crucial to continuously enhance system performance, integrate AI-driven content, and ensure optimal handoffs between virtual and human agents.
Your ability to interpret business performance data and align AI initiatives with commercial goals will be key to our continued digital transformation. Step into this role where your innovations will power the next era of smart guest experience.
About You:
You should be degree qualified and demonstrate at least 5 years of experience in airline or global customer service operations, AI performance management, or optimization of AI-driven systems. Direct experience with machine learning, natural language processing, and Retrieval-Augmented Generation (RAG) technologies is essential. Experience in managing contact center operations, building or improving knowledge base systems, and ensuring the accuracy and compliance of AI content is expected.
A strong command of AI performance metrics, content management, and project delivery using Agile methodologies will make you a strong candidate for this position.
Work Conditions: Full-time
Location: Riyadh Region, Saudi Arabia (On-site)
Language Requirements: Strong command of English preferred.
Please submit your application to join the company and be part of shaping the future of air travel.
