As our Digital Messaging & Conversational AI Manager, you’ll own the strategy and execution of digital messaging and conversational AI experiences across web, SMS, and emerging channels. This role is ideal for someone who understands the technical and operational side of messaging platforms and enjoys optimizing automated and agent-assisted customer experiences through data, workflows, and AI.
WHAT WE CAN OFFER YOU:
- Estimated Salary: $90,000 - $120,000, plus annual bonus opportunity.
- 401(k) plan with a 2% company contribution and 6% company match.
- Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
- Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.
WHAT YOU'LL DO:
- Own and optimize digital messaging platforms across web messaging, SMS, and emerging conversational channels. Configure routing logic, workflows, engagement placement, and operational settings to deliver consistent, scalable customer experiences.
- Develop and manage messaging knowledgebases and conversation workflows. Maintain accurate, compliant content that supports both automated and live-agent interactions and improves containment and response effectiveness.
- Design and refine GenAI prompts and conversational logic. Test and iterate prompts to improve automation outcomes while ensuring compliance, brand alignment, and quality standards.
- Analyze messaging performance and drive optimization. Build dashboards and reporting to measure volume, containment, response times, and customer outcomes, and translate insights into actionable improvements.
- Collaborate cross-functionally to implement enhancements and integrations. Partner with operations, technology, legal, compliance, and vendor teams to support new capabilities and ensure messaging solutions meet governance standards.
WHAT YOU’LL BRING:
- 3+ years of hands-on experience administering digital messaging or conversational AI platforms (LivePerson, Google CCAI, Amazon Connect, Cognigy, Kore.ai or similar).
- Experience building or managing knowledgebases and conversational workflows. You understand how structured content supports automation and improves both customer and agent experiences.
- Strong analytical skills with experience creating dashboards and interpreting messaging performance data. Comfortable using metrics to identify optimization opportunities and guide decision-making.
- Practical experience with GenAI prompt design and iteration for customer-facing or service-oriented use cases.
- Ability to lead complex initiatives independently while collaborating across technical, operational, and business teams.
- Familiarity with contact center operations, digital service workflows, or conversational experience optimization.
- You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
- Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.
PREFERRED:
- Experience working in insurance, financial services, or other regulated industries.
- Experience integrating messaging platforms with CRM, marketing automation, or analytics tools.
We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
If you have questions about your application or the hiring process, email our Talent Acquisition area at [email protected]. Please allow at least one week from time of applying if you are checking on the status.
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