Veracity Software Inc · 1 month ago
Product Delivery Manager III
California, United States
Full-time
Hybrid
Senior Level
5+ years expVeracity Software Inc is seeking a Product Delivery Manager III to oversee SCE's conversational channels, managing millions of customer interactions annually. The role focuses on designing AI systems for automated customer interactions, defining AI behavior, conversational flows, and user experiences.
Information TechnologySaaSSoftwareTechnical SupportWeb Development
Responsibilities
Move beyond simple "call deflection” metrics to achieve First Contact Resolution (FCR) in automated channels
Design flows that ensure the AI resolves the customer's problem fully rather than just redirecting to an agent
Own end-to-end conversational experiences across voice and chat channels
Blueprint complex, non-linear conversation flows that handle ambiguous user intents
Write and refine prompts aligned with brand persona—empathetic, concise, and human-like
Define API triggers and business logic that allow the AI to take autonomous actions (e.g., process extension, password resets)
Review conversational transcripts to identify misunderstandings, "hallucinations,” or friction points
Translate failures into actionable requirements for engineering/vendor teams
Conduct A/B testing on prompt phrasing to improve intent recognition and task completion rates
Primary owner of IVA and Chat platforms
Translate complex utility business rules into simple conversational logic the AI can execute
Coordinate with vendor and internal teams to implement and optimize solutions
Qualification
Required
5+ years in product management, conversational design, and/or digital customer experience
Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA/Dialogflow, Lex, etc.)
Strong copywriting/dialogue writing skills to make AI interactions sound natural
Analytic rigor: Ability to analyze large datasets (e.g., 10,000 calls) to identify top failure reasons
Proficiency in flow design tools (Visio, LucidChart, Miro, Voiceflow) to visualize complex logic trees
Preferred
Experience in regulated industries
Background in linguistics, UX writing, or psychology
Experience implementing Generative AI/LLM features in enterprise environments
Company
Veracity Software Inc
The definition of Veracity is accuracy and habitual truthfulness. This truly defines our brand in simplistic terms.
51-200 employees
H1B Sponsorship
Veracity Software Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (13)
2023 (7)
2022 (16)
2021 (23)
2020 (29)
Funding
Current Stage
Growth StageLeadership Team
Chitra Jain
Co-Founder & CEO
Manohar Suryavanshi
Founder & President
Recent News
Help Net Security
2025-04-29
Company data provided by crunchbase