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Director of Conversation Design

United States, Remote

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and CTO & co-founder, Tim Shi, an early member of Open AI.
 
We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.
 
Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the role:

We are seeking a dynamic and experienced Director of AI Delivery and Conversation Design to lead and manage our professional services team, focused on AI model building, Product enablement, and Virtual Agent services. This role is pivotal in ensuring our team delivers high-quality solutions, drives continuous improvement, and aligns closely with our strategic goals. The ideal candidate will have a proven track record in managing teams, developing methodologies, and interfacing with multiple stakeholders to drive success.

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.

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