We’re looking for someone with experience in conversation optimization and design and is able to reference a portfolio of their work. This individual will leverage their understanding of human language and communication to architect seamless chat experiences for Drift Automation customers while continuously coaching a team of designers on best practices. They may come from a variety of backgrounds; Communications with a focus on design, UX design with a passion for linguistics, or even a copywriting background fueled by experience with dialogue managers.

About what you’ll be doing on the team:

  • Coaching a team of designers on how to build high quality bots that drive outcomes for their customers.
  • Managing a small portfolio of accounts through 6 month + implementation lifecycles and ensuring customers love their bots.
  • Experimenting with new use cases for Drift Automation and creatively applying our technology in ways we haven’t tried before.
  • Working with the Automation leadership team to identify and document the best approaches for Conversation Designers to build phenomenal bots.
  • Collaborating with our internal product teams to improve our toolset and bot capabilities, using customer feedback to advocate for new functionality or feature improvements.

In one month, you’ll…

  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and all your direct reports
  • Learn about how the Conversation Design team measures and tracks success
  • Shadow designers with their customer projects  while identifying areas of improvement

By month 3, you’ll…

  • Own customer escalations and guide the team on how to de-escalate issue
  • Manage your own portfolio of customers and own a new customer’s implementation
  • Coach and develop the team on the spot and through 1:1s, using observations and metrics
  • Use your Drift and past experiences to help build a framework that inspires great bot design

By month 6, you’ll..

  •  Work with your team to help them execute on projects that drive better experiences for customers as well as the team at-large
  • Identify and take on initiatives for team growth (both in terms of headcount as well as individual development)
  • Work with your manager to identify a plan of continued growth
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