Manager, Conversational Design

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

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.

• 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.

• 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.

• 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.

• 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.

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

• 4+ years in a people management or leadership role, with a track record of mentoring and developing design professionals in cross-functional environments.

• Deep understanding of conversational design principles, human-centered d, and accessibility standards.

• Hands-on experience with generative AI platforms/agents, prompt engineering, conversational AI or rule-based technologies (e.g. chatbots, IVR).

• Excellent communication, stakeholder management, and strategic planning skills.

• Experience with mobile and web application ecosystems.

• Familiarity with analytics and measurement of conversational experiences.

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

• Embraces diverse people, thinking, and styles.

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

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

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

• Advanced degree in Design, Communications, Computer Science, or related field.

• Demonstrated experience scaling design teams and implementing operational frameworks.

• Proficiency…