Conversational AI Specialist

SUMMARY 

At Magnolia, the Conversational AI Specialist is responsible for building, training and optimizing Magnolia’s AI-powered chatbot to enhance the guest experience across all digital platforms. As a member of the Guest Services team, this role ensures the chatbot delivers timely, accurate, and brand-aligned support to guests across Magnolia’s interactive platforms. The Conversational AI Specialist also plays a key role in supporting Magnolia Table and the food division by developing conversational content tailored to food-related inquiries. This position is remote – must reside in Florida, Georgia, Illinois, Ohio, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, or Virginia. It reports to the Senior Manager of Strategy and Planning, Guest Services and has no supervisory responsibilities. 

  ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Design and maintain conversational flows, response templates, and escalation pathways for Magnolia’s AI chatbot, ensuring accuracy and alignment with Magnolia’s brand voice* 
• Train and refine the chatbot’s language model using real guest interactions to improve understanding, response quality, and guest satisfaction* 
• Deploy and manage chatbot presence across Magnolia-owned channels, including website and help content* 
• Conduct regular QA and “bot bashing” sessions to ensure quality, accuracy, and escalation triggers function properly 
• Develop and manage conversational content specific to the food division, including baking tips, recipe support, product inquiries, and Magnolia Table guest questions* 
• Track and report performance metrics such as accuracy rate, containment rate, guest satisfaction score, and content gaps 
• Maintain a structured knowledge base, including up-to-date FAQs, chat logs, decision trees, and compliance documentation 
• Coordinate with internal partners—including IT, Customer Experience, eCommerce/Retail, Fulfillment, Marketing, and Food & Beverage teams—to ensure chatbot functionality reflects evolving products and guest needs 
• Stay current on conversational AI best practices, emerging technologies, and innovations in guest-facing chatbot experiences 
• Perform other duties as assigned 

*Metrics evaluated on Performance Review 

COMPETENCIES 

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging. Work effectively with others, be a team player and contribute toward team goals. 
• Critical Thinking: Identify and communicate challenges in day-to-day activities. Ability to analyze data, trends, and patterns. 
• Expertise: Eye for detail, accuracy, and complete all tasks in a timely manner. Possess knowledge and skills related to specific area(s) and specialized tools and techniques relevant to specialization. 
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management. 
• Guest Focus: Ability to proactively understand and meet guest needs, ensuring a personalized and guest-centric experience. 
• Strategy and Goal Setting: Approach change with positivity and curiosity. Know your role in achieving team goals. 
• Hard skills: Proficiency in Microsoft Office Suite required, experience with Google Workplace and conversational AI platforms (e.g., Dialogflow, GPT-based models, Ada, Intercom, or similar) highly desired 

ELIGIBILITY QUALIFICATIONS 

• Bachelor’s degree in Communications, Computer Science, UX, or a related field preferred 
• 1-3 years of experience in conversational AI, virtual agent development, or digital guest support roles 
• Experience in Customer Service, CPG, food & beverage, or e-commerce environments preferred 

 PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to sit; use hands and arms to reach, handle, feel; utilize fine motor dexterity of fingers; talk or hear and taste or smell. The employee is frequently required to stand and walk. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 WORK ENVIRONMENT 

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.   

 ACKNOWLEDGEMENTS  

Magnolia is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. 

This job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description at any time.