The Conversational AI Specialist is responsible for designing, managing, and advancing ID.me's chatbot ecosystem within the Support function. This role blends technical execution, conversational design, and applied AI expertise to deliver seamless, scalable member support experiences. The Specialist will lead chatbot flow development and optimization, own performance metrics, and prototype new use cases to expand automation across the business. The ideal candidate will be detail-oriented, motivated, flexible, and adaptable, with a strong drive to learn and expand their skillset. They will thrive in a fast-paced environment, take ownership of results, and collaborate effectively across teams to deliver meaningful improvements to member experience. This is a fully onsite position based at ID.me's headquarters in McLean, Virginia, Tampa, Florida, or Mountain View, California.