Product manager - 25-03390 Job at LeadStack Inc. in Rosemead

Base pay range $64.00/hr - $67.00/hr Direct message the job poster from LeadStack 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. 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. Primary owner for the IVA + Chat platforms. Translate complex utility business rules into simple conversational logic the AI can follow. 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 Experience in regulated industries. Background in linguistics, UX writing, or Psychology. Experience implementing Generative AI/LLM features within a controlled enterprise environment. Education Requirement High School Diploma / GED required. Referrals increase your chances of interviewing at LeadStack Inc. by 2x #J-18808-Ljbffr