Product Delivery Manager III

Location: Hybrid Rosemead, CA (Onsite Tuesday & Wednesday)
Work Schedule: MF, 8:00 AM 5:00 PM
Engagement Type: New Position
Pay Range: $55.00 to $67.67/hr. on W2

This role serves as the Voice of Client, owning the intelligence and personality of channels that handle millions of customer interactions annually. The Product Manager doesnt just build simple chatbotsthey design Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions without human intervention.

This is a strategic Product & Design role, not a machine learning engineering role. You will define what the AI says, how it reasons, and when it acts.

• Shift focus beyond simple call deflection to achieving First Contact Resolution (FCR) within automated channels.
• Design flows that ensure IVA & Chat fully resolve customer issues.
• Own the end-to-end conversational experience across voice and chat channels.

• Blueprint Logic: Design complex, non-linear conversation flows that handle ambiguity (e.g., my bill is high could mean rate change, leak, or seasonal usage).
• Prompt Strategy: Define system persona; write empathetic, concise, brand-aligned prompts.
• Agentic Design: Specify API triggers and business logic for automated actions (e.g., process extension, password reset).

• Review conversational logs to identify failures or misunderstandings.
• Translate feedback into actionable requirements for engineering/vendor teams.
• Conduct A/B testing on prompt phrasing to improve intent recognition and completion rates.

• Act as primary owner for IVA + Chat platforms.
• Translate complex utility business rules into simple conversational logic.

• 5+ years in product management, conversational design, or digital CX.
• Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA/Dialogflow, Lex, etc.).
• Strong copywriting skills for natural, human-like dialogue.
• Analytical ability to identify top failure reasons from large datasets.
• Proficiency with flow design tools (Visio, LucidChart, Miro, Voiceflow).

• Experience in regulated industries.
• Background in linguistics, UX writing, or psychology.
• Experience implementing Generative AI/LLM features in enterprise environments.