Strategic Product & Design - 25-03390

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