Conversation Design Lead at Drift

| Greater Boston Area
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About Drift  

Drift is the new way businesses buy from businesses. With its quickly evolving set of tools and playbooks, Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia.

About you: 

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

Drift is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected]


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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Right in the heart of Back Bay 🙏

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Kari

Director of Learning and Development

What is your vision for the company?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

Customer Success Manager

What are Drift Perks + Benefits

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family we offer an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring Practices that Promote Diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Promote from within
Mentorship program
We believe in the power of mentorship and regularly bring external guests into our office to teach us.
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