Director of Conversation Design at Cresta

About the role:

Responsibilities: 

• Team Management and Development:
  • Oversee the performance of a team of 5-7 Conversational Designers
  • Establish clear success metrics, provide regular coaching, and offer constructive feedback to team members
  • Directly manage the workload and career development of the Junior Conversational Design team
• Operational Leadership:
  • Lead and facilitate team meetings, operations, and goal-setting through the OKR framework
  • Own and continuously improve the Opera Enablement curriculum to ensure it meets evolving industry standards and customer needs
  • Work with VP of Professional Services to evolve AI Delivery methodology by introducing new frameworks, templates, and processes to improve efficiency and effectiveness
• Customer Engagement and Staffing:
  • Manage the staffing of Conversational Designers onto new customers, ensuring optimal resource allocation and project alignment
  • Serve as a primary point of contact for customer escalations related to Conversational Design issues within Professional Services engagements
• Responsible AI:
  • Act as a functional leader for representing Cresta through Machine Learning Review Boards & Responsible use of AI
  • Collaborate with Product, LLM & Engineering teams to answer Customer questionnaires in this area
• Sales and Scoping:
  • Own the scoping of Statements of Work (SOWs) and approve deal terms for new enterprise sales deals
  • Collaborate with the Sales & Customer Strategy teams to understand customer requirements and ensure alignment between solutions and customer expectations
• Cross-Functional Collaboration:
  • Act as a liaison with the Product team to drive improvements in the Opera product and contribute to the Virtual Agent product roadmap
  • Provide feedback and insights from customer engagements to inform product enhancements
  • Build and strengthen relationships across Professional Services, Customer Success, Sales, and Product teams to ensure cohesive and integrated service delivery

Qualifications We Value:

• Bachelor’s degree in Linguistics, Engineering, AI, or a related field; advanced degree preferred
• Proven experience (2+ years) in managing professional services teams
• Direct experience/knowledge of Conversational Design projects is required (ex: Agent Assist, Voicebot or Chatbot designing experiences)
• Strong understanding of AI methodologies, frameworks, and conversational design principles
• Excellent leadership, coaching, and team management skills
• Experience with OKRs and performance metrics development
• Demonstrated ability to improve operational processes and methodologies
• Strong interpersonal skills with the ability to build effective relationships across various functions
• Proficiency in scoping and negotiating Statements of Work (SOWs) and understanding enterprise sales dynamics
• Ability to act as a customer escalation point and manage complex customer interactions

Perks & Benefits: 

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Paid parental leave to support you and your family
• Monthly Health & Wellness allowance
• Work from home office stipend to help you succeed in a remote environment
• Lunch reimbursement for in-office employees 
• PTO: Flexible 

Compensation: 

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details.