Senior Product Delivery Manager

Job Description

Pay Range: $63.66hr - $67.66hr

• This role reviews software requirements, prepares test scenarios, executes usability testing, and analyzes test results related to database impacts, defects, and user experience.
• The role prepares detailed testing reports and communicates findings to design and development teams.
• The position serves as the voice of the customer, owning the intelligence and personality of automated customer interaction channels that handle high volumes of interactions annually.
• The role focuses on designing advanced conversational AI and customer experience solutions that can reason through complex scenarios and execute transactions without human intervention.
• This is a strategic product and design role responsible for defining conversational behavior, reasoning logic, and action triggers rather than building machine learning models.

• Minimum of 5 years of experience in product management, conversational design, or digital customer experience.
• Hands‑on experience working with natural language understanding platforms.
• Strong copywriting skills with the ability to create human, empathetic, and brand‑aligned dialogue.
• Strong analytical skills with the ability to evaluate large datasets and identify root causes of automation failures.
• Proficiency with flow and logic visualization tools to design complex conversational experiences.

• Bachelor’s degree in a business, technical, or related discipline or an equivalent combination of education, training, and experience.
• Seven to ten years of overall professional experience.
• Experience reviewing software requirements and executing software testing activities.
• Experience preparing reports and communicating results to cross‑functional teams.

• Design automated conversational experiences that achieve full issue resolution without agent involvement.
• Own end‑to‑end conversational experiences across voice and chat channels.
• Design complex, non‑linear conversation flows that handle ambiguity and multiple customer intents.
• Define system personas, prompts, and conversational tone aligned with brand standards.
• Define logic and triggers that allow automated systems to take appropriate actions.
• Review conversation transcripts to identify errors, misunderstandings, and failure points.
• Translate findings into clear requirements for engineering and implementation teams.
• Run experiments to optimize intent recognition, resolution rates, and customer satisfaction.
• Translate complex business rules into clear conversational logic.
• Own and manage conversational platforms and related ecosystems.

• Experience working in regulated industries.
• Background in linguistics, user experience writing, or psychology.
• Experience implementing generative AI features within an enterprise environment.

• Strategic product thinking.
• Strong communication and stakeholder management skills.
• Ability to balance analytical rigor with customer‑centric design.
• Ability to work cross‑functionally in fast‑paced environments.

• Bachelor’s degree or equivalent professional experience.