Posted Jan 05

Manager, Conversational Design

Remote (US) Full time


Our Care team in Atlanta and Las Vegas provides high quality care to our customer, shopper, and retailer communities. We are looking for a Manager, Conversational Design who will lead a team of highly skilled conversation designers working across chatbot, voice, and virtual assistant channels. You’ll address complex customer issues, investigate details and data to identify optimization opportunities, and set the strategic direction for conversational user interfaces between customers and Instacart Care.

About the job

  • Lead a growing team of conversation designers to efficiently communicate chat and voice interactions and solutions in CUI authoring tools
  • Apply customer data to better understand challenges and opportunities to improve experiences
  • Lead chatbot content requests and workflows, including collaborating with requestors, supervising process and governance requirements, and facilitating key partner reviews and approvals
  • Work with our Product Operations, Process, and Legal teams to identify and lead all aspects of customer experience gaps and improvements
  • Lead user acceptance testing regularly to ensure conversations and platforms are performing as expected
  • Develop and cultivate relationships cross functionally to optimize delivery of solutions for customers
  • Build a deep understanding of the Instacart platform, culture, audiences, and processes

About you

  • 3+ years experience as a people leader plus 3-5 years of individual contributor experience in content strategy, UX writing, chatbot content, or similar experience.
  • Bachelor’s or advanced degree in English, Communications, or equivalent program, with a focus in UX writing, technical writing, information technology, communications technology, or related discipline
  • Experience with communication technology and authoring supportive and engagement content for conversational UI channels
  • Exceptional writing, editing, and presentation skills, appreciation for the Oxford comma, aversion to jargon, and ability to synthesize sophisticated ideas into clear, usable language
  • Strong technical proficiency - comfortable learning any software product
  • Effective project management skills
  • Technical knowledge of the fundamentals of conversation, e.g. Cooperative Principle, turn-taking, cognitive load, pragmatics, prosody.
  • Knowledgeable about linguistic norms of speech, writing, conversation, and communication
  • Understanding of and appreciation for best-in-class customer experience
  • Experience with Conversation Designer, Dialogflow, Solvvy, Forethought, or other CUI and VUI authoring tools
  • Ability to prioritize multiple tasks and create a sense of urgency in a fast-multifaceted environment.
  • Flexible and self-motivator mentality - ready to adapt continuously to a rapidly scaling culture, and own the work you do

We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.