Product Manager Generative AI, NLU

Product Manager Delivery Manager NLU platforms

Location:

Rosemead, CA, Hybrid

Long term contract

This role will serve as the Voice of SCE, owning the intelligence and personality of the channels that 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.

• 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 and chat channels.
• Conversational Architecture & Logic: Blueprint 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). Own the system persona, write and refine empathetic, concise, brand‑aligned prompts. Define API triggers and business logic that allow the AI to take action (process extension, resetting password).
• Forensic Optimization & Analytics: Review actual conversational logs to identify hallucinations, misunderstandings, or frustrations. Translate failures into requirement updates for engineering/vendor teams. Run A/B tests 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.

• 5 years in product management, conversational design and/or digital CX.
• Hands‑on experience with NLU platforms (Amelia, Sound Hound, Google CCA/Dialogflow, Lex, etc.).
• 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.
• Proficiency with tools like Visio, Lucid Chart, Miro, or Voiceflow to visualize complex logic trees.

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