Manager, Conversational Design

Team: Customer Experience

Location: New York

Commitment: Full-time

Workplace Type: hybrid

Salary:

At ASAPP, our mission is simple: deliver the best AI-powered customer experience—faster than anyone else. To achieve that, we’re guided by principles that shape how we think, build, and execute. We value customer obsession, purposeful speed, ownership, and a relentless focus on outcomes. We work in tight, skilled teams, prioritize clarity over complexity, and continuously evolve through curiosity, data, and craftsmanship. We’re seeking technologists and problem solvers who thrive in fast-paced environments, love collaborating with great talent, and approach every day like it’s Day 1.

We're a globally diverse team with hubs in New York City, Mountain View, Latin America, and India—embracing both hybrid and remote work to bring the best minds together, wherever they are. If you're driven by continuous learning, rapid pivots, and the challenges of building in a high-growth startup, we’d love to talk. This is more than a job—it’s a journey.

As part of ASAPP's Delivery organization, we're in need of a Manager, Conversational Design to build and lead the team responsible for developing and maintaining the AI agents we deploy for our customers. As part of ASAPP's Delivery organization, you'll build and lead the team responsible for developing and maintaining the AI agents we deploy for our customers. Our delivery function is organized into three distinct groups: Project Managers, Forward Deployed Engineers, and Agent Developers. You'll own and lead the Agent Developers directly, while partnering closely with the Project Manager and Forward Deployed Engineer teams throughout each deployment.

This is a true player-coach role: you'll be building and growing the Agent Developer team while staying hands-on in the work yourself, not just managing from a distance. You won't just execute against what customers ask for. You'll be the one designing the frameworks, standards, and playbooks that our Agent Developers use to build and maintain great AI agents, and you'll bring a strong point of view on what a great customer experience with our tools actually looks like. This is a role for someone who shows up with recommendations, not someone waiting to be told what's next.

While your day-to-day will center on building and developing your team, you'll still be customer facing, staying closely connected to what's happening in the field so you can continuously improve how we build, teach, and scale agent development across the team.

What you'll do

Own and manage the Agent Developer function; hiring, developing, and growing a team that builds and maintains AI agents for our enterprise customers

Design the frameworks, systems, and standards that our team uses to build agents, not just the processes for executing existing ones

Proactively identify what's working and what isn't across agent builds, and drive changes rather than waiting to be asked

Partner closely with our Forward Deployed Engineers and Project Managers to ensure a smooth handoff from initial customer intake through to agent build and long-term maintenance

Build a culture on your team defined by proactive guidance, strong craftsmanship, and high standards, showing up with advice and direction rather than status checks

Act as a true player-coach: someone who can roll up their sleeves to build something from scratch while also developing the people who will scale it

Bring structure to a growing function, translating ambiguity into clear systems, playbooks, and ways of working

What we'd like to see

Experience leading or building a technical delivery, implementation, or solutions team, ideally in a customer-facing software or AI environment

A track record of designing frameworks, playbooks, or operating models from scratch, not just following existing ones

Strong instincts for what makes a great customer experience with a technical product, and the confidence to have a strong opinion about it

Proven people leadership experience, with the ability to hire, coach, and grow a technical team

Comfort operating with ambiguity in a fast-moving, less structured environment

A proactive, ownership-driven mindset: you bring recommendations, not just updates

Nice to have

Experience specifically with conversational AI, LLM-based products, or AI agent deployments

A background that spans both individual contributor delivery work and people management, so you understand what you're asking your team to do

Experience building a new function or team structure from the ground up

East Coast based, with a strong preference for the New York City area