AI Conversation Quality Manager, Drips
Salary not provided
Junior, Mid and Senior level
Remote in US
Conversational outreach platform
Job no longer available
Conversational outreach platform
101-200 employees
B2BArtificial IntelligenceMarketingBusiness IntelligenceMachine Learning
Job no longer available
Salary not provided
Junior, Mid and Senior level
Remote in US
101-200 employees
B2BArtificial IntelligenceMarketingBusiness IntelligenceMachine Learning
Company mission
To empower brands to engage with customers and drive results the same way we communicate with each other, through a conversational outreach strategy that includes human-like AI-powered SMS, scheduled calling, and voicemail messages.
Role
Who you are
- If you are passionate about AI, have an eye for conversational excellence, and enjoy working at the intersection of technology and user experience, this role is for you
- This role demands a methodical and data-driven thinker—someone who enjoys diving deep into data, conversation logs, and nuanced patterns
- You are highly focused and analytical, with the ability to stay engaged while spending long hours reviewing AI interactions and evaluating fine-grained details
- You're naturally curious, always searching for opportunities to improve both conversations and user outcomes
- You have the ability to spot patterns in data, uncover gaps, and connect insights to actionable solutions
- With strong problem-solving skills, you approach challenges as opportunities for improvement
- You thrive in environments where accuracy and consistency are paramount and have a knack for translating raw data into meaningful insights
- You have interest in managing a small team or have managed a small team in the past
- You have a methodology for management and can balance aiding your team alongside other priority responsibilities
- You work harder than your current peers and want to work with a team of people who match your level of passion
- Bachelor’s degree in a relevant field (e.g., Computer Science, Data Analytics, Communication, Linguistics, or related) or 1-5 years of experience in quality assurance, conversation analysis, or AI-related roles
- Understanding of CX methodologies particularly related to content
- Strong analytical skills with the ability to interpret data and identify actionable insights
- Familiarity with conversational AI platforms (e.g., chatbots, virtual assistants, NLP models)
- Experience with metrics and KPIs to evaluate customer interactions or system performance
- Excellent verbal and written communication skills
- Strong organizational and project management skills
- Experience managing or leading a team is a plus
What the job involves
- We are seeking a detail-oriented and analytical AI Conversation Quality Manager to oversee the performance and quality of our AI-powered interactions
- This role ensures that our AI delivers excellent conversations by reviewing interactions, identifying areas for improvement, and driving actionable insights to enhance the end user experience
- The ideal candidate will not only be responsible for evaluating success metrics and conversation outcomes but will also build and manage a small team of quality analysts to maintain a high standard of conversational performance
- Your ability to stay organized allows you to manage multiple projects at once while remaining consistent in your reviews
- You find satisfaction not only in identifying issues but also in developing processes and collaborating with teams to implement lasting improvements
- Analyze Conversations and Evaluate Success Metrics: Conduct detailed reviews of AI-driven interactions to assess accuracy, tone, context, and overall quality
- Identify Improvement Areas: Spot trends, gaps, or recurring issues in the AI’s responses and provide detailed feedback for optimization
- Generate Reports: Prepare performance reports and insights to share with product, engineering, and customer experience teams
- Collaboration and Feedback: Work closely with UX strategists to improve end user experience
- Team Management: Build and manage a small team of quality analysts to ensure consistent and random conversation evaluations
- Process Development: Create and maintain guidelines and processes for reviewing and scoring AI conversations
- Continuous Learning: Stay updated on quality assurance trends to enhance the program
Application process
- All applicants are asked to submit a cover letter alongside their resume that contains the following details:
- Include two or more of the following skillsets with appropriate details:
- Experience utilizing data analysis in order to make CX/Product recommendations
- Experience creating logic trees
- Experience with crafting SMS or other short form advertisement
- Experience handling objections in written form
- Experience creating any written content for specific personas and/or demographics
- Mention the Drips core value (available on our website) you embody the most
- Include your salary requirements or range
- Keep the cover letter under 250 words
Our take
Drips is a company that enables businesses to deploy personalized 1:1 conversations at scale, allowing them to optimise outreach across industries like healthcare, insurance, and financial services.
With traditional outreach methods falling short in scalability and efficiency, Drips stands out for leveraging technology that can navigate sensitive data delivery, maintaining compliance while enhancing the customer experience at scale.
Recent growth financing underscores confidence in Drips' vision, enabling the company to bolster product development and expand into new industry verticals. With this support, Drips is positioned to help reshape the future of customer engagement, offering businesses new opportunities to connect with their audiences.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Flexible Work Environment: AKA your house! We are proud to be an agile and fully remote team. You'll see us working from coffee shops, couches, basements, RVs, or enjoying the outdoors. See you on Zoom!
- Health Insurance & 401k: Our competitive benefits package pays 80% of your premium, giving you access to great Medical, Dental, and Life Insurance Options
- Career Opportunities: "TEAM" is one of our core values, and your main role will be to help Drips grow in your area of expertise. Opportunities to cross-functionally train and offer ideas that contribute towards the growth of Drips are not only welcome but also expected
Company values
- Team: "I can't but we can". We're a tight-knit team at Drips who deeply care about the success of each other and our mission. We're looking for team members who take ownership of mistakes and growth opportunities, who focus on what's right, not who's right, seek insights from the team, and most importantly, trust and support one another
- Lean: Being "Lean" has allowed us to grow fast and profitably, leading us to be named one of the fastest-growing companies in America (Deloitte). Demonstrating this core value means that you're using your time and resources efficiently, making data-driven decisions, focusing and executing against a prioritized plan, and proving ideas with minimum viable products (MVP), so we can learn quickly and iterate towards a long-term decision
- Passion: We're looking for team members who are passionate about what they're doing. This shouldn't feel like "work". You should have a desire for advancement, be thinking about solutions both during and outside of your standard workday, and you should be leaning into your day
- Improve: We all have something to work on, and we encourage our team members to do your best today, and then beat it tomorrow. You should constantly be striving towards excellence in your craft, have a willingness to take constructive feedback and adjust accordingly, show measurable improvement in your area of focus, and be a lifelong learner, seeking knowledge and asking questions
- Happiness: We're going to be spending a lot of time with one another, so it's important to make sure this is the right place for you. Happiness is all about enjoying and supporting those around you in your environment. Expressing and finding opportunities for practicing gratitude, assuming positive intent, and always bringing solutions vs. complaints to the table
Company HQ
Downtown, Akron, OH
Articles
Leadership
Co-founded Drips in 2015 and has served as the CEO since.
Anthony Greco
(CTO)Has served as the CTO of Drips since co-founding the company in 2015. They have also served as a President at Coder Guru for the past 22 years.
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