Product Delivery Manager III

Day-to-Day Responsibilities/Workload:
This role will serve as the "Voice of SCE , 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