Chatbot Content Specialist (Hybrid) - Military Veterans

Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

At United, we offer more than jobs, we build careers. Our HR team is passionate about growing our diverse, inclusive, and equitable workplace where everyone can thrive. We empower our team members to pursue unique career paths, promote a culture where all employees feel included and empowered to a make a measurable difference in our success, and value the achievements and advancement of our diverse workforce. Join our team and chart your own uniquely United career journey!

Key Responsibilities:

This is a highly organized and detail-oriented Chatbot Content Specialist to manage and curate HR-related content for our generative AI-powered chatbot. This role will be responsible for ensuring the chatbot delivers accurate, relevant, and compliant responses to HR inquiries by sourcing, structuring, and maintaining HR documents and knowledge bases. This role works closely with HR subject matter experts, AI developers, and legal teams to enhance the chatbot’s effectiveness, with a focus on continuous content optimization and alignment with HR policies.

Content Sourcing & Document Management

• Collect, Organize, and Maintain HR Documents: Source, organize, and manage all HR-related content such as employee handbooks, benefit guides, compliance documents, and internal policy updates
  
  



• Ensures content is up-to-date, comprehensive, and organized in a structured repository for easy access by the AI chatbot
  
  



• Version Control: Implement and maintain a system for version control to ensure that only the latest and most accurate documents are being referenced by the chatbot
  
  



• Archive outdated materials and flag outdated policies for review
  
  



• Content Standardization: Standardize formatting and structure across HR content to ensure consistency and clarity for both chatbot responses and human readers
  
  

Chatbot Training & Knowledge Base Development

• Content Integration for Chatbot Training: Collaborate with AI developers to integrate HR documents and data into the chatbot’s knowledge base
  
  



• Translate complex HR content into clear, concise language suitable for chatbot interactions
  
  



• Training & Fine-Tuning the AI: Work alongside technical teams to train the AI model using curated content, identifying areas where chatbot responses need improvement, and refining the AI’s ability to interpret and respond to nuanced HR queries
  
  



• Scenario Creation: Develop potential HR question-answer scenarios and train the AI to handle various employee inquiries related to payroll, leave policies, benefits, employee relations, performance management, and compliance issues
  
  



• Content Mapping: Establish a system to map questions to appropriate source documents and ensure the AI can retrieve and provide correct responses based on specific inquiries.
  
  

Content Quality Assurance & Accuracy

• Content Review & Accuracy Checks: Conduct regular audits and reviews of chatbot interactions to ensure responses align with current HR policies, legal requirements, and company guidelines
  
  



• Ensure the chatbot remains up to date with changes in HR regulations, processes, and company policies
  
  



• Consistency in Tone and Language: Ensure that all chatbot-generated responses are professional, consistent in tone, and easy to understand by employees at all levels of the organization
  
  



• Ensure that complex HR concepts are broken down into simple, actionable responses
  
  



• Error Detection and Resolution: Identify incorrect or unclear chatbot responses and take corrective action by updating content or refining the AI’s understanding of specific queries
  
  

Collaboration with HR, IT, and Legal Teams:

• Partner with HR Subject Matter Experts: Work closely with HR leaders to gather critical information on company policies, procedures, and compliance issues
  
  



• Collaborate to create new content that addresses emerging HR trends, new regulations, or employee feedback
  
  



• Collaborate with IT and AI Developers: Provide detailed feedback to AI engineers and developers on the chatbot’s performance, identifying areas for improvement, additional features, or adjustments to the AI model to ensure it responds accurately to HR-specific topics
  
  



• Legal and Compliance Coordination: Liaise with legal teams to ensure all chatbot responses related to employment law, regulatory compliance, and company policies adhere to legal standards and meet regional labor law requirements
  
  

Content and System Updates

• Ongoing Content Updates: Regularly review, update, and expand the HR content library as company policies change or new issues arise
  
  



• Ensure that the chatbot reflects real-time updates to any internal HR processes, new benefits, or changes to compliance regulations
  
  



• Chatbot Performance Monitoring: Continuously assess chatbot performance metrics, including response accuracy, employee satisfaction, and content effectiveness
  
  



• Analyze trends to identify common queries and adjust the content to preemptively address recurring questions
  
  



• Data Analysis for Content Gaps: Utilize data from chatbot conversations to identify gaps in the AI’s knowledge base, flag area where employee concerns are not adequately addressed, and create or update content to fill those gaps
  
  

Employee Engagement & Experience Optimization

• User Experience Feedback: Gather and analyze feedback from employees interacting with the chatbot to assess the overall user experience, identify difficulties, and make adjustments to improve employee satisfaction with the chatbot’s responses
  
  



• Personalization of Responses: Work on enhancing the chatbot’s ability to personalize responses based on employee roles, regions, or departments, ensuring that the information provided is contextually relevant
  
  



• Content Customization: Develop mechanisms to customize chatbot responses for different employee categories such as full-time, part-time, or remote employees, ensuring relevant HR information is surfaced efficiently
  
  

Reporting & Metrics

• Performance reporting: Generate regular reports on chatbot performance, including metrics like response accuracy, content usage, and user satisfaction. Present insights to key collaborators in HR, IT, and executive leadership
  
  



• Content Effectiveness Measurement: Track the effectiveness of specific HR content pieces (e.g., FAQs, policy explanations) in resolving employee questions and suggest improvements or additional content based on data insights
  
  



• Compliance Reporting: Ensure documentation of content updates and provide reports to compliance teams to ensure HR content meets all regulatory requirements
  
  

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• 2+ years of experience in HR content curation, document management, or a similar role involving HR policies and procedures
  
  



• Experience with content management systems (CMS) and HR information systems
  
  



• Strong analytical skills to interpret chatbot performance data and content optimization strategies
  
  



• Familiarity with employment laws and HR best practices
  
  



• Ability to manage large repositories of documents and information
  
  



• Self-motivated with the ability to collaborate effectively
  
  



• Attention to detail paired with excellent organizational skills
  
  



• Must be legally authorized to work in the United States for any employer without sponsorship
  
  



• Successful completion of interview required to meet job qualification
  
  



• Reliable, punctual attendance is an essential function of the position
  
  

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.