Manager, Conversational AI Design

Delta Air Lines, Inc.; Atlanta (GA); On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Profit sharing program

401(k) with company contributions up t

Paid time off

Comprehensive health benefits

Parental leave

Wellbeing programs

Flight privileges for employees

Career development programs

Discount programs

Job summary

Delta Air Lines, Inc. seeks a Manager, Conversational AI Design to lead a team creating customer-centered conversational experiences across chat and AI-powered channels. The role defines strategy, standards, governance, and practices to scale AI design as a core capability.

You will partner with Product, Engineering, Experience Design, and Research to deliver measurable improvements in customer experience and business impact. Strong leadership and strategic planning are essential.

Qualifications

• 10+ years in conversational design or related fields.
• 4+ years of people leadership experience.
• Deep expertise in conversational AI, including LLM-powered experiences.
• Experience leading design across chat, voice, and AI agent platforms.
• Strong understanding of NLP concepts and AI deployment patterns.
• Experience establishing quality standards, governance, and measurement frameworks.
• Experience working within digital product ecosystems and omnichannel experiences.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and manage a team of Conversational AI Designers.
• Provide leadership for conversational design quality, architecture, and governance.
• Define and drive the conversational AI design strategy across experiences.
• Guide agent behavior patterns and orchestration approaches.
• Partner with Product, Engineering, Experience Design, and Research to influence priorities.
• Drive continuous improvement using analytics and customer feedback.
• Evaluate emerging AI technologies and platforms for innovation and scalability.
• Manage operational and vendor-related activities.

Skills

Conversational AI

People leadership

NLP concepts

Stakeholder management

Strategic planning

Cross-functional collaboration

Tools

JSON

Python

Job description

How you'll help us Keep Climbing (overview & key responsibilities)

The Manager, Conversational AI Design leads and develops a team responsible for creating customer-centered conversational experiences across chat and emerging AI-powered channels. This role exists to establish the strategy, standards, governance, and operational practices that ensure conversational experiences deliver on customer needs, business objectives, and brand expectations. You will play a critical role in scaling conversational AI design as a strategic organizational capability and shaping the future of AI-powered customer experiences.

• 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.

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.

• Possesses a high school diploma, GED, or high school equivalency.

• Embraces diverse people, thinking, and styles.

• Consistently prioritizes safety and security of self, others, and personal data.

• 10 + years of experience in conversational design, product design, or related fields

• 4+ years of people leadership experience, including coaching, performance management, and team development

• Deep expertise in conversational AI, including LLM-powered experiences, prompt design, conversational architecture, and human-centered design principles

• Experience leading the design and optimization of conversational experiences across chat, voice, virtual assistant, or AI agent platforms

• Strong understanding of NLP concepts, AI deployment patterns, and conversational technology ecosystems

• Experience establishing quality standards, governance models, and measurement frameworks for AI-powered experiences

• Experience working within digital product ecosystems and omnichannel customer experiences

• Excellent communication, stakeholder management, and strategic planning skills

What will give you a competitive edge (preferred qualifications)

• Background in linguistics, UX writing, or human-computer interaction

• Advanced degree in Design, Human-Computer Interaction, Communications, Computer Science, or related field

• Experience leading enterprise-scale conversational design programs or teams

• Experience with agentic AI frameworks, copilots, orchestration platforms, or digital assistant ecosystems

• Familiarity with JSON, Python, or other technologies supporting conversational AI development

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives

• 401(k) with generous company contributions up to 9%

• Paid time off including vacation, holidays, paid personal time, maternity and parental leave

• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits

• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages

• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health

• Domestic and International space-available flight privileges for employees and eligible family members

• Career development programs to achieve your long-term career goals

• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint

• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies

• Recognition rewards and awards through the platform Unstoppable Together

• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

Delta Air Lines, Inc. is an Equal Employment Opportunity / affirmative action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here