AI Conversation Design Manager

Role Summary

ClearGrid is seeking an AI Conversation Design Manager to lead the tactical execution and quality assurance of our borrower communications. You will be responsible for the effectiveness of every interaction across AI voice, SMS, email, WhatsApp, and our self-service portal.

As a senior individual contributor or emerging leader, you will own the end-to-end design of borrower journeys. You will be tasked with ensuring that our AI agents communicate with empathy, precision, and context, directly impacting conversion and debt resolution. This role requires a blend of creative UX design, analytical rigor, and operational discipline.

Core Responsibilities

Conversation Design & Architecture

• 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 (e.g., a voice call) dynamically informs the tone and content of subsequent interactions (e.g., follow-up SMS or email).
  
  

• 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 based on borrower behavior and historical engagement.
  
  

• Design and execute A/B tests across messaging, timing, and channel sequencing.
• Monitor key performance indicators (KPIs) such as Right-Party Contact (RPC) rates and Promise-to-Pay (PTP) conversion to validate the impact of design changes.
  
  

• Maintain the health of our communication stack by monitoring deliverability, pickup rates, and compliance (DNC) metrics.
• Develop repeatable templates and standardized processes to ensure consistency across all borrower-facing channels.
  
  

• Professional Experience: 4–6 years of experience in conversation design, conversational AI, voice UX, or lifecycle communications management.
• Technical Proficiency: Demonstrated experience in designing AI-generated communication flows, prompt iteration, or voice/chat agent behavior.
• Cross-Channel Expertise: Proven ability to manage complex customer journeys across voice, SMS, email, and WhatsApp.
• Analytical Aptitude: Strong ability to interpret performance data and translate insights into actionable design improvements.
• Regional Context: Understanding of the cultural and linguistic nuances of the Middle East market. Arabic fluency is a significant advantage.
  
  

• 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.
  
  

• 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 (latency, accuracy, multilingual recognition).
• 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.