Director of Conversation Design

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Requirements:

• 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 in Conversational Design projects (e.g., Agent Assist, Voicebot, Chatbot).
• Strong understanding of AI methodologies, frameworks, and conversational design principles.
• Excellent leadership, coaching, and team management skills.
• Experience with OKRs and performance metrics development.
• Proficiency in scoping and negotiating Statements of Work (SOWs).
• Ability to act as a customer escalation point and manage complex customer interactions.

Responsibilities:

• Oversee performance and development of 5-7 Conversational Designers.
• Manage operations and goal-setting using the OKR framework.
• Improve Opera Enablement curriculum and AI Delivery methodology.
• Manage staffing for new customers and serve as point of contact for customer escalations.
• Represent Cresta through Machine Learning Review Boards and collaborate on customer questionnaires.
• Scope Statements of Work (SOWs) and coordinate with Sales and Customer Strategy teams.
• Liaison with Product team to drive product improvements and enhance service delivery.