Senior Conversational Designer

Role Overview

• Define how agents respond across real-world scenarios (frustration, urgency, confusion, resistance)
• Design conversations that balance empathy, efficiency, and task completion
• Help agents establish trust fast and guide users toward successful outcomes
• Analyze real interaction data to identify failure points, drop-offs, and opportunities to improve outcomes
• Optimize for containment rate, task completion, and patient experience
• Iterate quickly based on production metrics, QA feedback, and qualitative conversation review
• Own or help manage the intake and prioritization of conversational issues coming from QA and customer-facing teams
• Triage and prioritize live conversational issues across customers, balancing urgency, effort, and business impact
• Move fluidly across multiple customer environments, diagnosing failures and driving fixes in production
• Define what “high / medium / low priority” means for conversational issues
• Write, test, and improve structured prompts that shape agent behavior, reasoning, and tone
• Partner with Product and Engineering to translate conversational logic into production systems
• Develop reusable patterns and frameworks that scale across conversation types and use cases
• Review conversational work and identify where approaches need to be strengthened
• Partner closely with QA to improve issue reporting, debugging workflows, and signal quality
• Identify patterns across conversations and translate them into clear fixes
• Help build standards, documentation, and training materials that improve team quality over time

Requirements

• 2+ years of experience in forward deployed engineering, implementation, solutions, technical account management, or similar high-context customer-facing technical roles
• Experience designing, improving, or evaluating AI-driven conversational experiences in production
• Strong prompt writing and systems-thinking skills
• Exceptional critical thinking and problem-solving skills
• Strong instinct for human behavior, language, and how trust is built in conversation
• Ability to assess conversational quality and give clear, actionable feedback
• Desire to take on greater responsibility for team coordination, prioritization, and mentorship as the function grows
• Preferred: Experience working on AI agents, chatbots, or LLM-based products in production
• Experience operating across multiple customers, workflows, or deployments at once
• Strong judgment in prioritizing production issues and balancing competing stakeholder needs
• Experience creating frameworks, standards, or training materials for other team members
• Comfort operating in ambiguity and moving quickly in an early-stage environment

Benefits

• Equity: Meaningful ownership in a fast-growing healthtech startup