Associate Manager - AI Content

Associate Manager - AI content

Location: Bangalore

About the Team

Navi's Product Team builds solutions that are simple, scalable, and centered on real user needs. The team strongly collaborates across functions-engineering, design, data, and business-to turn insight into impact.

About the Role

As the Associate Manager - AI content , you'll own the content and configuration backbone for

Navi's customer support ecosystem. You'll be responsible for:

• Ensuring all help and bot content is accurate, clear, and consistent in tone.

Managing configuration and rollout for GenAI bot guidelines, help center content, and chatbot messages.

• Working closely with Product, Process Excellence, and GenAI teams to continuously improve automation efficiency, and elevate customer satisfaction.
• This role blends content strategy, AI , process improvements and system configuration ideal for someone who enjoys working across tools, words, and workflows to deliver delightful customer experiences at scale.

Must Haves

• Bachelor's degree.
• Strong command of written English with ability to simplify and humanize customer-facing

language.

• Proficiency in data analysis tools like Excel, basic querying using SQL, and any data visualization tools
• Analytical mindset ability to interpret feedback, performance data, and conversion metrics to inform improvements
• Attention to detail, process orientation, and strong problem-solving skills.Good to Have
• Exposure to GenAI models, prompt optimization, or conversational design.
• Familiarity with customer support tools (Freshdesk, Zendesk, etc.) or bot platforms.
• Experience in fintech or high-scale digital consumer products.

What We Expect From You

GenAI Content Guidelines Iteration & Launches:

• Define and maintain tone, style, and solution frameworks for new GenAI-powered chat and

voice bot launches.

• Collaborate with Product, GenAI, and CX teams to ensure content aligns with product

functionality and customer expectations.

• Ensure SOP & content consistency across all customer support layers

Help Content & Configuration Ownership:

• Own customer-facing help content across apps and self-serve channels.
• Manage widget configurations, deeplinks, and contextual personalization.
• Lead vernacular content rollout and ensure parity across languages.

Analysis and Reporting:

• Use Basic SQL Query, VLOOKUP, Pivot Tables, and other Excel functions to analyze metrics
• Prepare regular and ad-hoc reports for management, highlighting key performance metrics, trends, and insights.
• Identify areas for improvement and recommend actionable solutions based on data analysis.

Process Optimization and stakeholder management:

• Collaborate with cross-functional teams to streamline data collection and reporting processes.
• Identify inefficiencies and bottlenecks in existing workflows and propose enhancements.

Inside Navi

We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to UPI, Insurance, Mutual Funds, and Gold we're building tech-first solutions that work at scale, with a strong customer-first approach.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India's fastest-growing

financial services organisations. But we're just getting started!

Our Culture

The Navi DNA

Ambition. Perseverance. Self-awareness. Ownership. Integrity.

We're looking for people who dream big when it comes to innovation. At Navi, you'll be empowered with the right mechanisms to work in a dynamic team that builds and improves innovative solutions. If you're driven to deliver real value to customers, no matter the challenge, this is the place for you.

We chase excellence by uplifting each otherand that starts with every one of us.

Why You'll Thrive at Navi

At Navi, it's about how you think, build, and grow. You'll thrive here if:

• You're impact-driven

You take ownership, build boldly, and care about making a real difference.

• You strive for excellence

Good isn't good enough. You bring focus, precision, and a passion for quality.

• You embrace change

You adapt quickly, move fast, and always put the customer first.