Manager, Conversation Design

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Leads the development and growth of the Conversation Design team and the strategy that supports and executes on our business objectives. Brings a strong understanding of conversation design as a discipline. Works closely with cross-functional teams to ensure conversational flows align with technical and business requirements while delivering an excellent user experience and enabling the team to grow and do meaningful work.

• Conversation Design Strategy Development:
  Develops and executes a robust conversation design strategy aligned with the organization’s overall business objectives. Contributes to both strategic direction and execution planning.
• Conversation Design Creation and Management:
  Oversees the creation, curation, and management of high-quality conversation design experiences across platforms, including IVR, agent chat, chatbot, voice assistants, and other digital channels.
• Domain Expertise in Conversation Design:
  Applies deep understanding of conversation design principles and tools to ensure the team produces effective, user-centered experiences that meet organizational needs.
• Collaboration:
  Collaborates cross-functionally with business, product, design, engineering, and other teams to ensure alignment and integration of conversation design strategy with broader organizational initiatives.
• Performance Monitoring and Optimization:
  Monitors and analyzes key performance metrics to measure the effectiveness of conversation design efforts. Uses insights to continuously refine and improve experiences.
• Team Leadership:
  Leads and mentors a team of conversation designers to ensure high-quality work and execution. Fosters an environment where team members grow and find purpose in their contributions.
• Team Engagement and Culture:
  Helps create an energized and committed team culture. Supports shared ownership, collaboration, and motivation across the group.
• Vendor Management:
  Manages relationships with external vendors, agencies, and freelance resources as needed to support conversation design and deployment efforts.
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 5+ years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
2+ years Leadership role preferred.
Technical Skills:

One or more of the following skills are desired.

• Experience with one or more of the following: Figma, Miro, Voiceflow, Amazon Connect, Amazon Lex, Amazon Polly, JIRA, Confluence

Soft Skills:

• Ability to lead/manage others
• Collaboration and team building skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Ability to communicate and make recommendations to upper management
• Effective conflict management skills
• Develops and delivers effective presentations
• Demonstrated negotiation skills

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act