Chatbot Project Manager

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.  We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry.  As of 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Chatbot Project Manager is responsible for defining, planning, and delivering the vision and strategy for the chatbot product, ensuring it meets user needs and the company’s business objectives. This role is crucial for driving innovation, enhancing customer experience, and optimizing operational efficiency through conversational artificial intelligence solutions. The manager will be the primary point of contact between business, design, engineering, and operations teams, translating high-level requirements into tangible and measurable functionalities, from conception to launch and continuous improvement. He or she must ensure that the chatbot is a strategic tool that adds real value to users and the organization, closely monitoring market trends in conversational AI and incorporating best practices.

• The main responsibilities of this position encompass the complete management of the chatbot product lifecycle, from research and conception to post-launch optimization. This includes:

• Define and evolve the strategic vision and roadmap for the chatbot, aligning it with global business objectives and user needs.
• Conduct market research, competitor analysis, and user feedback gathering to identify opportunities and challenges.
• Align expectations and priorities with key stakeholders (Operations, Customer Service, Marketing, Sales, and Technology leaders), ensuring that chatbot initiatives are synchronized with the company’s cross-functional strategies.
• Anticipate the impacts of new functionalities or changes, substantiating all proposals with clear metrics, data analysis, and expected results, demonstrating value to the business and the user.

• Lead the design of functional improvements for the chatbot, translating complex concepts into clear and intuitive conversational flows.
• Design detailed diagrams in Figma (or similar prototyping and design tools), which will serve as the basis for development and guide the Tools Automation Manager and the engineering team in the precise implementation of bot functionalities.
• Collaborate closely with Operational  teams to ensure a fluid and effective conversational user experience.

• Deep knowledge of Scrum methodology to work with bi-weekly sprints, participating actively in all ceremonies (planning, daily stand-ups, reviews, retrospectives) and ensuring continuous value delivery.
• Ensure the quality and consistency of deliveries, reviewing tests and ensuring that developed functionalities meet requirements.

• Maintain complete and up-to-date documentation of all functionalities, requirements, and product decisions in Jira (or similar project management tool), facilitating collaboration and traceability.
• Manage dynamic roadmaps, proactively communicating status, next steps, and any priority changes to all involved parties.
• Create and maintain a robust knowledge base for the chatbot, including FAQs, conversation scripts, and service flows.

• Monitor chatbot performance using data analytics tools (e.g., engagement metrics, resolution rate, user satisfaction), identifying opportunities for improvement.
• Conduct A/B tests and other experiments to optimize bot performance.
• Escalate resource, system, or policy gaps that may impact chatbot service quality, agent readiness (if human handover occurs), or operational efficiency.

• To succeed in this role, the ideal candidate must possess a solid combination of technical knowledge, product management skills, and practical experience in conversational artificial intelligence.

• 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
• Life insurance.
• Phone finance, Headphone, home office equipment and wellnes perks.
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 MXN monthly restaurant coupons
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening