Lead Content Ops & Conversational AI

As a Lead Content Ops & Conversational AI, you will define and scale the Content Operations practice, transforming content into a strategic, reusable, and AI‑powered infrastructure across all customer touchpoints.

- Define and implement the Content Ops model, including governance, voice & tone frameworks, and content standards
- Design and scale omnichannel conversational systems (chatbots, voice, messaging, email, in‑product experiences)
- Build and manage modular, reusable conversational flows aligned with user journeys and business goals
- Establish semantic QA frameworks to ensure consistency, accuracy, and brand alignment across channels
- Design and optimize end‑to‑end content workflows, integrating Product, Marketing, CX, and Engineering
- Define and manage tooling architecture, including conversational platforms and content automation tools
- Leverage AI/NLP and LLMs to design, generate, and optimize conversational experiences
- Train, fine‑tune, and evaluate language models and conversational systems
- Integrate platforms such as Voiceflow, Dialogflow, Rasa, ChatGPT, Braze, Twilio, Sendgrid
- Define and track OKRs and KPIs, including comprehension rates, resolution rates, engagement, and conversion
- Drive content personalization and automation strategies at scale
- Act as a strategic bridge between Product, Marketing, Data, and Engineering teams
- Influence stakeholders and scale adoption of Content Ops practices across the organization

Who You Are

- Proven experience in Content Ops, Conversational Design, or CX/UX Writing at scale




- Strong experience designing conversational experiences across multiple channels
- Hands‑on experience with NLP, LLMs, or AI‑driven content systems
- Experience with conversational tools such as Voiceflow, Dialogflow, Rasa, or similar
- Familiarity with CRM/engagement platforms (Braze, Twilio, Sendgrid)
- Strong understanding of content lifecycle, governance, and modular content systems
- Experience defining voice & tone systems and content guidelines

Soft Skills

- Strong strategic communication and storytelling mindset
- High level of empathy and user‑centric thinking
- Ability to facilitate cross‑functional collaboration
- Strong systems thinking applied to content ecosystems
- Comfortable making decisions in complex and ambiguous environments

AI‑Native Engineering (Core Expectation)

- Use Generative AI coding tools (e.g., GitHub Copilot, Cursor) as a first‑class engineering assistant for:
- Code scaffolding and refactoring
- Code generation and optimisation
- Test‑cases and documentation generation
- Build applications through AI‑driven development practices, including:
- AI‑assisted debugging and troubleshooting
- Intelligent code completion and pattern recognition
- Automated documentation generation
- Apply prompt engineering best practices for reliable, repeatable engineering outcomes.
- Validate GenAI output (determinism checks, guardrails, fallback logic).

What We Offer

- Stimulating working environments
- Unique career path
- International mobility
- Internal R&D; projects
- Knowledge sharing
- Personalized training
- Entrepreneurship & intrapreneurship

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📌 AI Native Content Strategist (Palo Alto)
🏢 Palo It
📍 Palo Alto