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 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.

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.

Responsibilities:

Team Leadership & Development

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.

Design Excellence & Standards

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.

Cross-Functional Collaboration

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.

Operational Management & Impact

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.

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – 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%.
New hires are eligible for up to 2-weeks of vacation. This is 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 and auto, home, and pet insurance, legal services, and childcare.

What you need to succeed (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.

What will give you a competitive edge (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

Delta Air Lines

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