Product manager

Base pay range

$64.00/hr - $67.00/hr

Direct message the job poster from Lead Stack Inc.

Duration: 1 Year Contract with possible extension

Pay range: $64.00 - $67.65 per hr on W2

This role will serve as the “Voice of ***”, 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 + 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.
  • 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.).
• 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, 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.

• High School Diploma / GED required.

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