Product Delivery Manager III

Product Delivery Manager III – Conversational AI & Customer Experience

Location: Rosemead, CA, United States

Work Arrangement: Hybrid (onsite Tuesday/Wednesday)

Start Date: Jan 5, 2026;
End Date: Jan 5, 2027

Duration: 12 months;
Shift: Monday-Friday, 9:00 AM - 5:00 PM;
Hours per Week: 40;
Pay Rate: $67.67 / hr

Education Requirement: High School Diploma or Equivalent;
Background Check

Required:

Yes;
Badge Access

Required:

Yes

Summary

The Product Delivery Manager III owns the intelligence, reasoning, and personality of AI channels that handle millions of customer interactions annually. This is a strategic product and design role
, focused on defining how AI reasons, communicates, and takes action—
not a machine learning engineer role
.

Note: We are looking for U.S. Citizens and Green Card holders only
.

Responsibilities

• Move from “Deflection” to “Zero‑Touch Resolution”
• Design flows to achieve First Contact Resolution (FCR) in automated channels
• Ensure IVA & Chat systems fully solve customer problems, not just block them from agents
• Own the end‑to‑end conversational experience across voice and chat channels

Conversational Architecture & Logic

• Blueprint complex, non‑linear conversation flows handling ambiguity (e.g., “my bill is high”)
• Define “system persona” and craft prompts that are empathetic, concise, and brand‑aligned
• Define API triggers and business logic enabling AI to execute tasks (process extensions, reset passwords, etc.)

Forensic Optimization & Analytics

• Review conversational logs to identify where AI misunderstood or frustrated users
• Translate failures into actionable requirements for engineering/vendor teams
• Conduct A/B testing on prompt phrasing to improve intent recognition and completion rates

Ecosystem & Vendor Orchestration

• Serve as primary owner for IVA + Chat platforms
• Translate complex utility business rules into conversational logic for AI
• Align with vendors and internal teams to ensure consistent execution of AI strategy

Required Skills / Attributes

• 5+ years in product management, conversational design, or digital customer experience
• Hands‑on experience with NLU platforms (Amelia, Sound Hound, Google CCA / Dialogflow, Lex, etc.)
• Strong copywriting and dialogue writing skills for human‑like AI interactions
• Analytical skills to identify top reasons for AI failures from large datasets
• Proficiency in flow design tools like Visio, Lucid Chart, Miro, or Voiceflow

Desired Skills / Attributes

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

Skills

• Digital CX
• NLU Platforms
• Flow Design

Work Details

• Reporting
  
  Location:
  
  Rosemead, CA
• Work Timing: Monday-Friday, 9:00 AM - 5:00 PM
• Work Type: Hybrid
• Work Timezone: PST (GMT
  -0800)

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting

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