VARITE INC · 1 month ago
Product Delivery Manager III
Rosemead, CA
Full-time
Onsite
Senior Level
$61.29/hr - $70.68/hr
5+ years expVARITE INC is seeking a Product Delivery Manager III to serve as the 'Voice of Client' in managing customer interactions through advanced AI systems. This strategic role involves designing conversational experiences and optimizing AI performance to ensure effective customer resolutions without human intervention.
Information Technology & Services
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
Qualification
Required
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
Preferred
Experience in regulated industries
Background in linguistics, UX writing, or Psychology
Experience implementing Generative AI/ LLM features within a controlled enterprise environment
Company
VARITE INC
VARITE has a definite spirit.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Adarsh Katyal
President & CEO
Sue Patel Arora
Vice President Of Strategic Partnerships
Company data provided by crunchbase