AI Product Manager
Product Delivery Manager-AI & Customer Experience
Hybrid-Rosemead, CA
12+ month W2 Contract with full benefits
As the AI Product Manager for Conversational AI and Customer Experience, you will serve as the strategic driver for our next-generation customer engagement platforms. You will own the “Voice of our Company” shaping the personality, reasoning, and decision-making capabilities of our AI channels that handle millions of customer interactions annually. This is a high-impact, vision-driven role focused on designing agentic AI systems—intelligent agents capable of reasoning, diagnosing complex issues, and executing transactions independently—without human intervention.
You will collaborate closely with cross-functional teams to craft end-to-end conversational experiences that deliver meaningful, efficient, and empathetic customer interactions. This is not a machine learning engineering role; instead, it centers on defining the conversational architecture, logic, and user experience that bring our AI to life.
Key Responsibilities
- Strategic Conversational Design & Optimization:
- Lead initiatives to transition from simple call deflection to achieving Zero-Touch Resolution. Design flows that resolve customer issues on first contact across voice and chat channels, ensuring complete problem resolution without escalation.
- Conversation Architecture & Logic Development:
- Blueprint complex, non-linear conversation flows capable of handling ambiguity and context-switching (e.g., diagnosing whether high bills are caused by rate adjustments, leaks, or seasonal factors). Develop and refine prompt strategies that define the AI’s “persona”—empathetic, brand-aligned, and concise.
- Agentic AI Functionality & Business Logic:
- Define the API triggers and integrate business rules that enable the AI to take autonomous actions (e.g., processing payments, resetting passwords, scheduling appointments). Ensure seamless orchestration between AI reasoning and transaction execution.
- Analytics & Continuous Improvement:
- Regularly analyze conversation transcripts to identify breakdowns, misunderstandings, or AI errors (“hallucinations”). Implement feedback loops to update conversational logic, refine prompts, and prompt experiments (A/B testing) to improve intent recognition, engagement, and resolution rates.
- Platform & Ecosystem Ownership:
- Own the conversational platforms—including IVA and chat systems—ensuring they translate complex utility business rules into simple, effective dialogues. Coordinate with vendors and internal teams to enhance platform capabilities and coherence.
Qualifications
Must-Have Skills:
- Minimum of 5+ years in product management, conversational design, or digital customer experience roles.
- Proven experience with Natural Language Understanding (NLU) platforms such as Amelia, SoundHound, Google Dialogflow, Lex, or equivalents.
- Exceptional “linguistic” skills: ability to craft human-like dialogue that feels natural and brand-consistent.
- Strong analytical skills: ability to interpret large datasets (e.g., 10,000+ calls) to identify key failure points and improvement opportunities.
- Proficiency with visualization tools like Visio, LucidChart, Miro, or Voiceflow to design complex conversation flows.
Preferred (Nice-to-Have) Qualifications:
- Experience working in regulated industries (utilities, finance, healthcare).
- Background in linguistics, UX writing, cognitive psychology, or related fields.
- Hands-on experience with implementing Generative AI and Large Language Model (LLM) features within enterprise environments.
Job duties may include: reviewing software requirements and preparing test scenarios; executing tests on software usability; analyzing test results on database impacts, errors or bugs, and usability; preparing reports on all aspects related to the software testing carried out and reporting to the design team.
Education/Experience: Bachelor’s degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience. Possesses seven to ten years of experience.