AI Conversation Design Manager
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Key skills for this role
About the Role
ClearGrid is seeking an AI Conversation Design Manager to lead the tactical execution and quality assurance of borrower communications across AI voice, SMS, email, WhatsApp, and self-service portal.
Key Skills for This Role
Responsibilities
- Lead the design of complex conversation flows for AI voice and chat agents, ensuring a balance between human centric empathy and operational efficiency
- Refine communication attributes, including tone, pacing, and objection handling strategies, to improve borrower engagement and resolution rates
- Synchronize communications across multiple touchpoints to ensure a unified borrower experience
- Implement context aware messaging strategies where data from one channel dynamically informs subsequent interactions
- Collaborate with the technical team to provide architectural direction for LLM prompts and agent behaviors
- Conduct regular quality audits of call recordings and chat transcripts to diagnose friction points and iterate on conversation scripts
- Manage the communication framework for the 6 month borrower lifecycle, defining stage specific messaging and tone shifts
- Design and execute A/B tests across messaging, timing, and channel sequencing
- Monitor key performance indicators such as Right Party Contact rates and Promise to Pay conversion
- Maintain the health of our communication stack by monitoring deliverability, pickup rates, and compliance metrics
- Develop repeatable templates and standardized processes to ensure consistency across all borrower facing channels
Requirements
- 4–6 years of experience in conversation design, conversational AI, voice UX, or lifecycle communications management
- Demonstrated experience in designing AI generated communication flows, prompt iteration, or voice/chat agent behavior
- Proven ability to manage complex customer journeys across voice, SMS, email, and WhatsApp
- Strong ability to interpret performance data and translate insights into actionable design improvements
- At least 1–2 years leading or mentoring a small team
- Bachelor’s degree in a relevant field (Human Computer Interaction, Communications, Linguistics, or Business)
- Experience in high volume communication environments such as Fintech, BNPL, or Debt Collections
- Exceptional written and verbal communication skills
Full Job Posting
Role Summary
- ClearGrid is seeking an AI Conversation Design Manager to lead the tactical execution and quality assurance of borrower communications across AI voice, SMS, email, WhatsApp, and self service portal.
- As a senior individual contributor or emerging leader, you will own the end to end design of borrower journeys, ensuring AI agents communicate with empathy, precision, and context.
Core Responsibilities
- Lead the design of complex conversation flows for AI voice and chat agents, ensuring a balance between human centric empathy and operational efficiency.
- Refine communication attributes, including tone, pacing, and objection handling strategies, to improve borrower engagement and resolution rates.
- Synchronize communications across multiple touchpoints to ensure a unified borrower experience.
- Implement context aware messaging strategies where data from one channel dynamically informs subsequent interactions.
- Collaborate with the technical team to provide architectural direction for LLM prompts and agent behaviors.
- Conduct regular quality audits of call recordings and chat transcripts to diagnose friction points and iterate on conversation scripts.
- Manage the communication framework for the 6 month borrower lifecycle, defining stage specific messaging and tone shifts.
- Design and execute A/B tests across messaging, timing, and channel sequencing.
- Monitor key performance indicators such as Right Party Contact rates and Promise to Pay conversion.
- Maintain the health of our communication stack by monitoring deliverability, pickup rates, and compliance metrics.
- Develop repeatable templates and standardized processes to ensure consistency across all borrower facing channels.
Qualifications
- 4–6 years of experience in conversation design, conversational AI, voice UX, or lifecycle communications management.
- Demonstrated experience in designing AI generated communication flows, prompt iteration, or voice/chat agent behavior.
- Proven ability to manage complex customer journeys across voice, SMS, email, and WhatsApp.
- Strong ability to interpret performance data and translate insights into actionable design improvements.
- Understanding of the cultural and linguistic nuances of the Middle East market; Arabic fluency is a significant advantage.
Requirements
- 4+ years of experience in conversation design, conversational AI, voice UX, CRM/lifecycle communications, collections operations, or a related field — with hands on design work, not just management.
- At least 1–2 years leading or mentoring a small team.
- Bachelor’s degree in a relevant field (Human Computer Interaction, Communications, Linguistics, or Business).
- Experience in high volume communication environments such as Fintech, BNPL, or Debt Collections.
- Exceptional written and verbal communication skills, with the ability to articulate design logic to both technical and non technical stakeholders.
Preferred Candidate Profile
- Experience in fintech, BNPL, debt collection, lending, telecom, or other high volume customer communication environments.
- Experience with AI voice platforms, TTS/STT technologies, and the practical constraints of voice AI.
- English and Arabic language proficiency.
- Experience working in or with Middle Eastern markets.
- Familiarity with collections specific metrics: right party contact rate, promise to pay, kept PTP, recovery rate.
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