Title: Product Delivery Manager III
Location: Hybrid in Rosemead, CA 91770
Duration: 1 Year Contract with possible extension
Pay range: $64.00 - $67.65 per hr on W2
Day-to-Day Responsibilities/Workload:
This role will serve as the “Voice of ***”, owning the intelligence and personality of the channels the handle millions of customer interactions annually. The Product Manager, Conversational AI & Customer Experience doesn’t just build simple chatbots, they build Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions (like analyzing a bill, or explaining usage) – all without human intervention.
This is a strategic Product & Design role, not a machine learning engineer. You will not build models, you will instead be the architect who defines what the AI says, how it reasons, and when it acts.
Key Responsibilities:
Move from “Deflection” to “Zero-Touch Resolution”:
• Move the metric mindset beyond simple “call deflection”.
• Design flows that achieve First Contact Resolution (FCR) within the automated channel.
• Ensure IVA & Chat solves the customer’s problem completely, rather than just blocking them from an agent.
• Own the end-to-end conversational experience across voice + chat channels.
Conversational Architecture & Logic:
• Blueprint the Logic: Design complex, non-linear conversation flows that handle ambiguity (e.g. “my bill is high” could be a rate change*** a leak, or a hot summer)
• Prompt Strategy: Own the “system persona”. Write and refine prompts that are empathetic, concise, and brand aligned.
• Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension, resetting pw)
Forensic Optimization & Analytics:
• Transcript Forensics: Regularly review actual conversational logs to identify where the AI “hallucinated”, misunderstood, or frustrated the user.
• Feedback Loops: Translate failures into specific requirement updates for the engineering/vendor teams.
• A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates.
Ecosystem & Vendor Orchestration:
• Primary owner for the IVA + Chat platforms
• Translate complex utility business rules into simple conversational logic the AI can follow.
• Primary owner for the IVA + Chat platforms
Qualifications:
The Must Haves:
• 5+ years in product management, conversational design and/or digital CX.
• Hands on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)
• The “Linguistic” skillset: Strong copywriting skills. You can write dialogue that sounds human, not robotic.
• Analytic Rigor: Ability to look at a dataset of 10,000 calls and identify the top 3 reasons the IVA failed.
• Flow Design: Proficiency with tools like Visio, LucidChart, Miro, or Voiceflow to visualize complex logic trees.
Desired Skills/Attributes:
The “Nice to Haves” (Preferred):
• Experience in regulated industries
• Background in linguistics, UX writing, or Psychology
• Experience implementing Generative AI/ LLM features within a controlled enterprise environment
Education Requirement
• High School Diploma / GED required
