Director, Conversational AI Design & Strategy

Delta Air Lines, Inc.; Atlanta, Northern (GA, KY); Hybrid; USD 135,000 - 165,000; Full time

Job summary

Delta Air Lines, Inc. is seeking a Manager, Conversational AI Design to lead a team responsible for crafting customer-centric conversational experiences across chat and emerging AI-powered channels.

The role focuses on establishing strategy, governance, and operational practices that align with customer needs and brand expectations. You will partner with Product, Engineering, Experience Design, and Research to drive prioritization and successful delivery, while leveraging analytics to

Responsibilities

• Lead, develop, and manage a high-performing team of Conversational AI Designers, including hiring, onboarding, coaching, performance management, career development, and workforce planning.
• Provide leadership and oversight for conversational experience design quality, including conversational architecture, prompt design, response evaluation, guardrails, and measurement frameworks.
• Define and drive the conversational AI design strategy, establishing standards, frameworks, governance, and best practices across AI-powered and rule-based experiences.
• Provide design leadership and direction to Conversational AI Designers, guiding the development of agent behavior patterns, orchestration approaches, and experiences that balance customer needs, business goals, and operational requirements.
• Partner with Product, Engineering, Experience Design, and Research leaders to influence priorities, align initiatives, and drive successful delivery of conversational AI experiences.
• Drive continuous improvement of conversational experiences by leveraging analytics, customer feedback, operational insights, and performance metrics to optimize user outcomes and business impact.
• Evaluate emerging AI technologies, platforms, and industry trends to identify opportunities for innovation, scalability, and enhanced customer experiences.
• Manage operational and vendor-related activities, including external partnerships, process improvements, and advocacy for conversational design as a strategic organizational capability.

Job description

Delta Air Lines, Inc. is seeking a Manager, Conversational AI Design to lead a team responsible for crafting customer-centric conversational experiences across chat and emerging AI-powered channels.

The role focuses on establishing strategy, governance, and operational practices that align with customer needs and brand expectations. You will partner with Product, Engineering, Experience Design, and Research to drive prioritization and successful delivery, while leveraging analytics to