AI Conversation Design Manager

Overview

****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.
• ****Cross-Channel Journey Integration****
• 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).

****AI Performance & Prompt Optimization****

• 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.

****Lifecycle Strategy & Execution****

• Manage the communication framework for the 6-month borrower lifecycle, defining stage-specific messaging and tone shifts based on borrower behavior and historical engagement.
• ****Data-Driven Experimentation****
• 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.
• ****Operational Oversight****
• 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.

Qualifications

• 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.

Requirements

• 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.

Preferred Candidate Profile

• 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.
• ****Why This Role****
• You own something that matters.
• Borrower communication is one of the highest-impact levers in our business.
• Better conversations directly drive better collection outcomes.
• The problem is genuinely hard.
• Designing AI conversations about debt — in multiple languages, across channels, over months-long lifecycles, at scale — is one of the most interesting conversation design challenges that exists right now.
• You'll build, not maintain.
• This isn't about optimizing a legacy system.
• It's about designing how AI-native collections communication should work from the ground up.
• The infrastructure is already there.
• You won't spend your first year building plumbing.
• The platform, the scale, the channels — they exist.
• You get to focus on the experience layer from day one.