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Senior Product Manager, Conversational AI & Customer Experience at Southern California Edison (SCE) and build a better tomorrow. Shape the future of AI-powered customer service by owning the intelligence, behavior, and end-to-end experience of high-volume voice and digital chat channels. In this role, you will lead the evolution of our Interactive Voice Assistant from a customer deflection tool into a platform that can understand complex needs, resolve issues, and complete transactions without human intervention. You will translate customer insights and business rules into effective conversational experiences while partnering with Engineering, Customer Experience, and external vendors to deliver a high-quality launch and measurable improvements in customer resolution.
Incident Management Team Expected Participation: Employees are expected to support emergency response and/or business continuity efforts, including readiness to serve on an Incident Management Team (IMT) when needed. Employees will participate in an on-call rotation (approximately every four to six weeks), to support IMT activations during emergency events. IMT assignments may differ from an individual's regular responsibilities.
As a
Senior Product Manager, Conversational AI & Customer Experience, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?
Responsibilities- Oversees the entirety of the product life cycle from concept to launch of the product(s) across all products/product lines.
- Develops product briefs detailing incentive levels, technology information and verification, service offering and the high-level go-to-market strategy.
- Develops product specifications and priorities based on client feedback, extensive analysis customer trends, market insights, and deep competitive research.
- Defines and delivers on the organization's product verticals, including the vision, roadmap and overseeing execution.
- Oversees research around customer requirements, operational needs, competitive offerings and feedback from customer facing and Insights teams to help create feature specifications and current product improvements.
- Defines and delivers on the organization's product verticals, including the vision, roadmap and overseeing execution.
- Identifies product improvement needs based on customer research, marketing and sales feedback, measurement and evaluation reports, and internal ideation and gap analysis.
- Evaluates and researches key current and future product requirements, identifying areas of product enhancement and development ensuring alignment to the group's product marketing plans.
- Develops and executes the product marketing strategy and plans for current and future products, aligned with the company's brand, values and innovation strategies.
- Establishes and tracks key KPIs, analyzing and interpreting market trends, competitor strategies and performance data, defining the impact on programs and enhancing current product features driving commercial performance.
- A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.
Minimum Qualifications- Ten or more years of experience establishing marketing strategies for existing or new products/services, creating or leading product growth strategies and plans.
Preferred Qualifications- Experience in product management, product ownership, conversation design, digital customer experience, or a related discipline, preferably involving customer-facing AI, virtual assistants, chatbots, or voice-response platforms.
- Experience defining and managing end-to-end conversational experiences across voice, chat, or other digital customer-service channels.
- Working knowledge of conversational AI concepts, including intent recognition, prompt design, system personas, dialogue flows, fallback behavior, agentic workflows, and AI quality evaluation.
- Ability to design complex, nonlinear customer journeys that account for ambiguity, edge cases, failure handling, and escalation paths.
- Experience translating business policies, operational rules, and customer needs into clear product requirements, conversational logic, acceptance criteria, and test scenarios.
- Proficiency using Power BI, Snowflake, and SQL to review interaction transcripts, customer feedback, or large datasets to identify failure patterns, determine root causes, and prioritize product improvements.
- Familiarity with customer-service performance measures such as first-contact resolution, containment, successful task completion, escalation accuracy, and customer experience quality.
- Experience establishing product success measures and using production data, testing results, and customer insights to guide continuous optimization.
- Experience defining API-enabled workflows or business logic that allows a digital assistant to retrieve information, complete transactions, or initiate service actions.
- Experience working with Engineering, Design, Customer Experience, Analytics, Compliance, Operations, and external technology vendors.
- Strong written and verbal communication skills, with the ability to convert complex technical or operational concepts into clear product direction and documentation.
- Experience working in a highly regulated industry, such as utilities, financial services, healthcare, telecommunications, entertainment or government.
- Familiarity with responsible AI principles, privacy considerations, brand standards, and regulatory or compliance requirements for customer-facing AI experiences.
- Ability to lead through influence, create alignment across multiple teams, and maintain accountability for launch readiness, product quality, and post-launch optimization.
- Experience supporting the launch or major modernization of a customer-facing digital platform, including readiness assessment, acceptance testing, early-life stabilization, and ongoing performance improvement.
Additional Information - This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work and reside in the state of California. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
- Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
- Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
