Bot Strategist

Job Overview:

Coursera is looking for a Bot Strategist to join our Scaled Support Operations team under the Services org. The Services team is made up of four sub-teams: Scaled Support, Enterprise Services, Platform Services, and the Service Operations Center. We help educators, administrators, and learners succeed by implementing innovative systems and processes that solve problems. We also develop best practices and technical expertise to enable our partners to create high-quality content. As strong advocates for the Coursera community, we work to align cross-functional teams and build scalable solutions to continuously improve the Coursera experience. As a Bot Strategist and the owner of our AI-driven bot ecosystem (chat email), you will build, enhance and expand our bots ability to address and resolve our users' needs. Additionally, you will partner with Product Managers, Engineering Managers and Business Enterprise Solutions teams to enable APIs, expand access, and create smoother hand-offs to escalation paths. You will work closely with our Content Strategist and Support Strategist to ensure the bots provide accurate information and quality interactions.

Responsibilities:

• Expand and maintain LLM-powered gen actions; convert high-impact hand-written intents to LLM-powered flows.
• Improve model prediction accuracy and reduce unknown predictions through training, hierarchy tuning, and experiments.
• Design, document, and iterate global/local bot instructions aligned with brand voice and escalation logic.
• Build a monitoring and testing cadence (LLM-assisted audits, manual reviews, dashboards) to track CSAT, deflection, resolution, automation, and other relevant metrics.
• Partner with help content optimization to ensure LLM-friendly formatting and closure of knowledge gaps.
• Collaborate cross-functionally (Support Ops, Engineering, Product, Vendor CSMs) on experiments, expansion of supported languages, and API integrations.

Qualifications:

• 3 years experience building/optimizing customer support bots or virtual agents in production.
• Experience with LLM-powered bots (prompt/instruction design, RAG/gen actions) and hybrid ML LLM models.
• Experience improving bot KPIs (deflection, CSAT, resolution) using data-driven iteration.
• Hands-on experience with at least one bot/vendor platform (e.g., Ada, Boost, Dialogflow, Salesforce).
• Experience instrumenting/monitoring bot performance (e.g., Looker/Tableau, SQL or similar).

Nice to haves:

• Experience with Ada and/or Boost; API-based actioning; A/B testing and experiments; logical flows (e.g., IF statements)..
• Strong prompt engineering and instruction tuning for support scenarios.
• Familiarity with help center/knowledge base optimization for LLM consumption (structure, chunking, metadata).
• Experience with model evaluation frameworks and automated LLM testing tools.
• Experience in online education or similar consumer support environments.
• Experience addressing different end user groups such as administrators, partners, consumers.

Compensation

Base Salary in Canada: $74,000 - $93,000 CAD

Our total rewards package goes beyond salary, with comprehensive health and wellness benefits, bonus and RSU equity programs, and global perks designed to help you grow and thrive wherever you are.

If this opportunity interests you, you might like these courses on Coursera:

• Prompt Engineering
• AI for Customer Care
• Responsible AI Practices

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