Delta Air Lines
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 at scale. You’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.
Responsibilities
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.
Minimum Qualifications
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.
Preferred Qualifications
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 in JSON and Python strongly preferred.
Benefits and Perks
Competitive salary, industry‑leading profit sharing program, and performance incentives.
401(k) with generous company contributions up to 9%.
New hires are eligible for up to 2‑weeks of vacation, earned for use in the following vacation year (April 1 – March 31).
In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12‑month period.
10 paid holidays per calendar year.
Birthing parents are eligible for 12‑weeks of paid maternity/parental leave.
Non‑birthing parents are eligible for 2‑weeks of paid parental leave.
Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance 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, auto, home, and pet insurance, legal services, and childcare.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Design, Art/Creative, and Information Technology
Industries: Airlines and Aviation
Referrals increase your chances of interviewing at Delta Air Lines by 2x.
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As Manager – Conversational Design, you will lead and grow a team responsible for shaping the future of digital support and engagement at scale. You’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.
Responsibilities
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.
Minimum Qualifications
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.
Preferred Qualifications
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 in JSON and Python strongly preferred.
Benefits and Perks
Competitive salary, industry‑leading profit sharing program, and performance incentives.
401(k) with generous company contributions up to 9%.
New hires are eligible for up to 2‑weeks of vacation, earned for use in the following vacation year (April 1 – March 31).
In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12‑month period.
10 paid holidays per calendar year.
Birthing parents are eligible for 12‑weeks of paid maternity/parental leave.
Non‑birthing parents are eligible for 2‑weeks of paid parental leave.
Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance 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, auto, home, and pet insurance, legal services, and childcare.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Design, Art/Creative, and Information Technology
Industries: Airlines and Aviation
Referrals increase your chances of interviewing at Delta Air Lines by 2x.
#J-18808-Ljbffr