Product Manager (Conversational Design / Digital CX)

Job Location – Rosemead, CA

Contract

Hybrid

This role will serve as the “Voice of the client”, 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

Required Skills/Attributes

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

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Product Manager (NLU/ Conversational Design / Digital CX)