Senior Director, Product AI Conversational Design

| Greater Boston Area | Remote
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About Drift

Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

Drift has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA.

About the role/ About the team:

Drift’s product organization includes engineering, design, conversation design, and product management. We are hiring a seasoned professional to lead our existing group of AI Conversation Designers and strengthen our rapidly growing team. We’re looking for someone with Conversation Design or NLP platform/tools experience, high intellectual curiosity, and great communication skills to create robust products (apps/platform/tools), processes, and services that enable our customers to scale their customer engagement and conversation understanding by leveraging AI. If you are a positive, curious and motivated person who likes a fast-paced environment, enjoys problem-solving, and has the urge to define and refine how to build conversational AI applications for B2B at scale, you will enjoy this role.

What you will do on the Conversation Design Team:

  • Lead and coach a diverse organization of AI Conversation Designers (AICDs) leveraging in-house tools to bring customer-specific AI chatbots to market for top tier, enterprise customers
  • Partner with Product leadership across functions (PM, Design, Engineering) as well as GTM groups, to ensure that our AICDs have everything they need to deliver successful AI chatbots to Drift’s customers at scale
  • Define and improve processes and best practices (internal to AICDs and cross-functionally with GTM teams) for creating, measuring quality, and improving our AI chatbots
  • Explore ways to make our tools and processes extensible and customizable by 3rd parties
  • Develop a vision of an external marketplace for customers, partners, and freelancers to develop and exchange AI chatbots components and services, and NLP modules
  • Evangelize this vision with internal and external stakeholders and the market at large, creating a critical mass of supporters
  • Define and execute on a plan to accomplish this vision, partnering with Product leadership to identify resources and potential new revenue streams

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
  • Begin to attend and participate in key cross-functional and customer meetings

By month 3, you’ll:

  • Take a more active role in discussions with strategic customer relationships
  • 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 and platform/tool development
  • Participate and start to take an ownership role of key cross-functional discussions driving our AI chatbot strategy
  • Identify product and process health gaps or inefficiencies in how we market, sell, onboard customers on our products – where are things falling through the cracks? Where can we reduce friction? How can we scale this beyond Drift?

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
  • Identify the market opportunity and key requirements for an AI/NLP  ecosystem/marketplace, develop a game plan, and begin execution
  • Initiate and develop key partner relationships to position us well in establishing a successful marketplace

About you and what type of skills you’ll need:

  • 10+ years of experience in Product Management, Conversation Design, or related functions in a B2B/B2C Technology organization
  • Experience scaling an organization through significant growth
  • You have a track record of leading and proactively managing end-to-end execution of complex projects/programs
  • You are a self-starter with a voracious appetite to learn and grow
  • You can adapt to rapidly-changing environments and work with cross-functional teams
  • You have experience managing conversation design teams or similar customer-specific solutions teams
  • You have at least a decent familiarity with AI/NLP concepts, ideally a solid grasp of common techniques
  • You are familiar with the front-office applications (Sales, Marketing, Service) market
  • You have experience with NLP platform/tools and/or building out partner ecosystems 
  • You have a strong process mindset
  • You are able to think logically and abstractly with ease, and have no fear exploring untested concepts
  • You are able to translate complex data and concepts into simple and logical ideas, and communicate them effectively to align stakeholders

Drift is committed to being an equal opportunity employer. 

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

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

Our Boston Conversation Space is right in the heart of the Back Bay🙏 this is a place where Drifters can gather and work, as we are now Digital First!

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
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)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental Health Benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
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
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
We believe in the power of mentorship and regularly bring external guests into our office to teach us.
Customized development tracks
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