Product Delivery Manager II
$100,100–$112,500 year
On-siteRosemead, California, United States
Job Summary
Translate requirements from Product Managers into Intelligent Virtual Agent (IVA) solutions by mapping legacy IVR capabilities to future-state functionality. Develop test scenarios, execute usability tests, and analyze results for database impacts, errors, and bugs to prepare reports for the design team. Configure prompts, menus, and routing while troubleshooting telephony, contact center, and integration issues. Document current-state and future-state platform configurations, dependencies, and operational processes to support phased deployments and knowledge transfer. Collaborate with engineering and business stakeholders to manage backlog items and validate alignment with customer experience objectives.
Required Qualifications
- Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience
- 3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, conversational AI, or a related field
- Experience with IVR, IVA, chatbots, conversational AI, contact-center platforms, or digital self-service
- Experience with customer-journey and conversational-experience initiatives
- Demonstrated experience receiving broad business requests and converting them into clear product objectives and manageable backlog items
- Experience managing or supporting a product backlog in an Agile or iterative delivery environment
- Strong ability to identify gaps, challenge assumptions, and distinguish customer problems from proposed solutions
- Experience facilitating cross-functional decisions involving business and technology stakeholders
- Ability to define scope, distinguish required capabilities from optional enhancements, and communicate tradeoffs
- Strong written and verbal communication skills
- Ability to organize complex work involving multiple stakeholders, dependencies, and delivery teams
- Ability to prepare concise recommendations for senior product leadership
- Ability to sit/ stand for up to 8 hours per day
- Ability to move freely for up to 8 hours per day
- Drug Free Workplace
Desired Qualifications
- Familiarity with generative AI and agentic customer-service experiences
- Experience in a regulated or high-volume customer-service environment
- Familiarity with backlog and journey-visualization tools
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