AI Product Manager
TITLE: AI Product Manager
LOCATION: Rosemead, CA
ANTICIPATED DURATION: 12 Months
Product Manager, Conversational AI & Customer Experience
This role will serve as the “Voice of our Company,” owning the intelligence and personality of the channels that 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 (such as analyzing a bill or explaining usage), all without human intervention.
This is a strategic Product & Design role, not a machine learning engineering role. You will not build models; instead, you will 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”
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Move the metric mindset beyond simple “call deflection”
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Design flows that achieve First Contact Resolution (FCR) within the automated channel
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Ensure IVA and Chat solve the customer’s problem completely, rather than just blocking them from an agent
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Own the end-to-end conversational experience across voice and chat channels
Conversational Architecture & Logic
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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)
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Prompt Strategy: Own the “system persona.” Write and refine prompts that are empathetic, concise, and brand-aligned
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Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension, resetting pw)
Forensic Optimization & Analytics
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Transcript Forensics: Regularly review actual conversational logs to identify where the AI hallucinated, misunderstood, or frustrated the user
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Feedback Loops: Translate failures into specific requirement updates for engineering and vendor teams
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A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates
Ecosystem & Vendor Orchestration
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Primary owner for the IVA and Chat platforms
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Translate complex utility business rules into simple conversational logic the AI can follow
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Primary owner for the IVA and Chat platforms
The Must-Haves
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5+ years of experience in product management, conversational design, and/or digital customer experience
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Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)
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Linguistic skillset: Strong copywriting skills with the ability to write dialogue that sounds human, not robotic
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Analytic rigor: Ability to analyze a dataset of 10,000 calls and identify the top three reasons the IVA failed
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Flow design: Proficiency with tools such as Visio, LucidChart, Miro, or Voiceflow to visualize complex logic trees
Nice-to-Haves (Preferred)
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Experience in regulated industries
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Background in linguistics, UX writing, or psychology
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Experience implementing Generative AI / LLM features within a controlled enterprise environment
The hourly pay rate range for this position is $61.29 to $70.68 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
If you require assistance or an accommodation in the application or employment process, please contact us at Applications@Synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.