Published: Mon, 28 Oct 2024 06:50:45 GMT
Position: Director of Conversation Design at Cresta
Company Overview:
Cresta is a fast-growing company on a mission to revolutionize the contact center industry by harnessing the power of AI. Our platform combines advanced technology and human intelligence to help contact centers unlock customer insights, automate inefficient processes, and empower team members to work smarter and faster. With a prestigious background from the Stanford AI lab and a leadership team including industry experts from Google and Open AI, Cresta is recognized as one of the top private AI companies in the world. Our impressive list of customers includes well-known brands such as Intuit, Cox Communications, Hilton, and Carmax.
Join us at Cresta and be a part of shaping the future of work with AI.
About the Role:
Cresta is seeking a Director of AI Delivery and Conversation Design to lead and manage our professional services team. This role is crucial in ensuring the delivery of high-quality solutions, driving continuous improvement, and aligning with our strategic goals. The ideal candidate will have a proven track record in managing teams, developing methodologies, and working with multiple stakeholders to achieve success.
Key Responsibilities:
Team Management and Development:
– Oversee the performance of a team of 5-7 Conversational Designers
– Establish clear success metrics, provide regular coaching and 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
– Continuously improve the Opera Enablement curriculum to meet industry standards and customer needs
– Work with the VP of Professional Services to evolve AI Delivery methodology by introducing new frameworks, templates, and processes for increased efficiency and effectiveness
Customer Engagement and Staffing:
– Manage the staffing of Conversational Designers for new customers, ensuring optimal resource allocation and project alignment
– Serve as the primary point of contact for customer escalations related to Conversational Design issues within Professional Services engagements
Responsible AI:
– Act as a functional leader in representing Cresta through Machine Learning Review Boards and promoting responsible use of AI
– Collaborate with Product, Legal, and Engineering teams to address 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
– Work with the Sales and 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:
– 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 and Benefits:
– 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 and wellness allowance
– Work from home office stipend for remote employees
– Lunch reimbursement for in-office employees
– Flexible PTO policy
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, location, and local minimum pay requirements. We are actively hiring for this role in the US, and your recruiter can provide further details. Apply link
