Product Manager, Conversational AI and Customer Experience
Rosemead, CA
Schedule:
Standard Office Hours, Hybrid – onsite Tues/Wed
Duration:
12-Month Contract
Pay:$60-66/hr
Our client is a major utility provider serving Southern California. They are seeking a Product Manager, Conversational AI & Customer Experience to serve as the "Voice" of their organization, owning the intelligence and personality of the channels that handle millions of customer interactions annually. This is a strategic Product & Design role focused on building Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions—all without human intervention. The role will create and improve the digital voice through their Interactive Voice Agent (IVA) platform, designing conversational flows to achieve first contact resolution.
Essential Functions and Responsibilities
Conversational AI Strategy & Design
- Move the metric mindset beyond simple "call deflection" to achieve Zero-Touch Resolution
- 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 and chat channels
- Create and improve the digital voice of the organization through IVA platform programming
Conversational Architecture & Logic
- Blueprint complex, non-linear conversation flows that handle ambiguity
- Design flows to resolve customers' problems in first interaction
- Own the "system persona" by writing and refining prompts that are empathetic, concise, and brand aligned
- Define API triggers and business logic that allow the AI to take action (process extension, resetting passwords)
- Understand when to push the customer to what they are looking for versus when to push a series of options
- Translate complex utility business rules into simple conversational logic the AI can follow
Forensic Optimization & Analytics
- Regularly review actual conversational logs to identify where the AI "hallucinated", misunderstood, or frustrated the user
- Listen to calls to understand friction points and conduct call analysis
- Translate failures into specific requirement updates for engineering/vendor teams
- Run A/B testing experiments on prompt phrasing to increase intent recognition and completion rates
- Analyze datasets to identify top reasons the IVA failed
Ecosystem & Vendor Orchestration
- Serve as primary owner for the IVA and Chat platforms
- Work with teams to develop conversational flows
- Collaborate with vendor teams to implement conversational AI solutions
Education/Experience
Required:
- 5+ years in product management, conversational design and/or digital CX
- Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA/Dialogflow, Lex, etc.)
- Experience with chatbots and conversational AI implementation
- Demonstrated project experience in conversational AI and customer experience design
Preferred:
- Experience in regulated industries
- Background in linguistics, UX writing, or Psychology
- Experience implementing Generative AI/LLM features within a controlled enterprise environment
Knowledge/Skills
Required:
- Strong copywriting skills with ability to write dialogue that sounds human, not robotic
- Analytic rigor and ability to analyze large datasets to identify failure patterns
- Proficiency with flow design tools like Visio, LucidChart, Miro, or Voiceflow to visualize complex logic trees
- Understanding of how to create conversational flows and develop effective prompts
- Ability to develop non-linear conversations
Preferred:
- Experience with collaboration tools like Visio, Miro, and SoundHound
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