Manager, Conversational Design

Delta is embarking on a transformative journey to modernize our digital communication ecosystem and deliver next-generation conversational experiences. As Manager - Conversational Design you will lead and grow a team responsible for shaping the future of digital support and engagement 'll collaborate with cross-functional partners to define and deliver best-in-class support experiences that reflect Delta's commitment to innovation and customer satisfaction.

This role champions people leadership and development, operational excellence and a culture of collaboration and continuous improvement, ensuring the team's work aligns with user needs, brand standards, and enterprise goals.

As Manager, Conversational Design, you will set the strategic direction for a growing team of Conversational Designers, ensuring their work advances Delta's product and design vision.

You'll play a key role in hiring, onboarding, and developing team members, fostering a culture of innovation and continuous learning. You'll partner closely with product, engineering, experience design, and research leaders to ensure the successful delivery of conversational experiences across both AI-powered and rule-based systems.

Your leadership will help scale the team's impact and embed conversational design as a core capability within the organization.

Responsibilities:

Team Leadership & Development

* Lead, mentor and grow a high-performing team of conversational designers, supporting their career development, engagement and performance.

* Define and evolve team structure, roles, and responsibilities to support business growth and scaling needs.

* Oversee hiring, onboarding, and resource planning to ensure the team's success.

* Foster a culture of experimentation, inclusion, and continuous learning.

Design Excellence & Standards

* Establish and maintain design standards, frameworks, and best practices for conversational design across AI-powered and rules-based platforms.

* Drive the development of dialogue flow prototypes and implementation of prompt strategies to optimize outputs.

* Ensure all conversational experiences meet accessibility, brand, and user experience (UX) standards.

Cross-Functional Collaboration

* Partner with leaders in product, engineering, experience design, and research to align team efforts with business priorities.

* Source and manage vendor relationships as needed to support business goals.

Operational Management & Impact

* Monitor team performance and project outcomes, using data and feedback to drive continuous improvements and celebrate successes.

* Advocate for the role of conversational design across the organization, evangelizing its impact on customer and employee experience.

* Stay current with industry trends and integrate emerging best practices into team processes and deliverables.