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 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, 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, 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