Cresta

Are you ready to redefine the future of work with cutting-edge AI? At Cresta, we're on a groundbreaking mission to supercharge the effectiveness of knowledge workers, making them 100x more productive, 10x faster, and 10x better.

Imagine transforming Call Center operations with our real-time agent assist product and harnessing the power of AI with our comprehensive suite of post-call analytics and coaching tools. Born from the prestigious Stanford AI lab, Cresta was co-founded by visionary Sebastian Thrun, the genius behind Google-X, Waymo, Udacity, and more. Our company is now driven by Ping Wu, the co-founder of Google Contact Center AI and the Vertex AI platform and Tim Shi (co-founder), an early member of Open AI. 

Our world-class team comprises AI and ML experts, dynamic go-to-market leaders, and top-tier investors and advisors from Andreessen Horowitz, Greylock Partners, Sequoia Capital, and former AT&T CEO John Donovan. With an impressive roster of clients like Intuit, Porsche, and Verizon, and accolades from Business Insider, Forbes, and Gartner, Cresta is a startup that's capturing the world's attention. We’re also recognized on the Forbes AI50 in 2024!

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the role:

Responsibilities: 

• Team Management and Development:
  • Oversee the performance of a team of 5-7 Conversational Designers
  • Establish clear success metrics, provide regular coaching, and offer constructive feedback to team members
  • Directly manage the workload and career development of the Junior Conversational Design team
• Operational Leadership:
  • Lead and facilitate team meetings, operations, and goal-setting through the OKR framework
  • Own and continuously improve the Opera Enablement curriculum to ensure it meets evolving industry standards and customer needs
  • Work with VP of Professional Services to evolve AI Delivery methodology by introducing new frameworks, templates, and processes to improve efficiency and effectiveness
• Customer Engagement and Staffing:
  • Manage the staffing of Conversational Designers onto new customers, ensuring optimal resource allocation and project alignment
  • Serve as a primary point of contact for customer escalations related to Conversational Design issues within Professional Services engagements
• Responsible AI:
  • Act as a functional leader for representing Cresta through Machine Learning Review Boards & Responsible use of AI
  • Collaborate with Product, LLM & Engineering teams to answer Customer questionnaires in this area
• Sales and Scoping:
  • Own the scoping of Statements of Work (SOWs) and approve deal terms for new enterprise sales deals
  • Collaborate with the Sales & Customer Strategy teams to understand customer requirements and ensure alignment between solutions and customer expectations
• Cross-Functional Collaboration:
  • Act as a liaison with the Product team to drive improvements in the Opera product and contribute to the Virtual Agent product roadmap
  • Provide feedback and insights from customer engagements to inform product enhancements
  • Build and strengthen relationships across Professional Services, Customer Success, Sales, and Product teams to ensure cohesive and integrated service delivery

Qualifications We Value:

• Bachelor’s degree in Linguistics, Engineering, AI, or a related field; advanced degree preferred
• Proven experience (2+ years) in managing professional services teams, particularly in Conversational Design or AI model rule-building.
• Strong understanding of AI methodologies, frameworks, and conversational design principles.
• Excellent leadership, coaching, and team management skills.
• Experience with OKRs and performance metrics development.
• Demonstrated ability to improve operational processes and methodologies.
• Strong interpersonal skills with the ability to build effective relationships across various functions.
• Proficiency in scoping and negotiating Statements of Work (SOWs) and understanding enterprise sales dynamics.
• Ability to act as a customer escalation point and manage complex customer interactions

Perks & Benefits: 

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Paid parental leave to support you and your family
• Monthly Health & Wellness allowance
• Work from home office stipend to help you succeed in a remote environment
• Lunch reimbursement for in-office employees 
• PTO: Flexible 

Compensation: 

Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details.