Product Delivery Manager

Aquent is partnering with a leading service provider dedicated to delivering essential services to millions of customers. This organization is at the forefront of innovation, constantly seeking to enhance customer experience through cutting-edge technology. They are looking for visionary talent to join their team and drive the next generation of customer interaction.

Are you ready to redefine how millions of customers interact with essential services? This isn't just about building chatbots; it's about architecting intelligent, agentic AI systems that can reason, diagnose complex customer service scenarios, and execute transactions seamlessly-all without human intervention. As a strategic Product & Design leader, you will be the visionary who defines the AI's voice, its reasoning capabilities, and its actions, making a profound impact on customer satisfaction and operational efficiency. This is your chance to move beyond simple deflection and build a truly transformative "Zero-Touch Resolution" experience.

**What You'll Do:**

You will be instrumental in shaping the future of customer interactions, contributing to key initiatives that enhance efficiency and customer satisfaction. Your work will directly influence how customers receive support and information, moving the organization towards a truly autonomous and intelligent service model.

* **Drive Zero-Touch Resolution:** Champion a metric mindset focused on First Contact Resolution (FCR) within automated channels, ensuring that conversational AI fully solves customer problems rather than just deflecting inquiries. Own the complete conversational experience across both voice and chat platforms.

* **Architect Intelligent Conversations:** Blueprint sophisticated, non-linear conversation flows capable of handling ambiguity and diverse customer needs. Develop and refine the "system persona" through empathetic, concise, and brand-aligned prompt strategies. Design the API triggers and business logic that empower the AI to take decisive actions, such as processing requests or providing detailed information.

* **Optimize AI Performance Forensically:** Conduct regular, in-depth reviews of actual conversational logs to pinpoint instances where the AI may have misunderstood, "hallucinated," or frustrated users. Translate these insights into precise requirement updates for engineering and vendor teams, and conduct A/B tests on prompt phrasing to boost intent recognition and completion rates.

* **Lead Platform & Vendor Orchestration:** Serve as the primary owner for the conversational AI platforms, translating intricate business rules into clear, actionable conversational logic that the AI can seamlessly follow.

**What You'll Bring (Must-Haves):**

* 5+ years of combined experience in product management, conversational design, and/or digital customer experience (CX).

* Hands-on experience with leading Natural Language Understanding (NLU) platforms.

* Exceptional "Linguistic" skillset, demonstrating strong copywriting abilities to craft human-sounding, engaging dialogue.

* Proven Analytic Rigor, with the ability to analyze large datasets of interactions and identify critical failure points or areas for improvement.

* Proficiency with leading flow design and visualization tools to map out complex logic trees.

**Bonus Points (Nice-to-Haves):**

* Experience within regulated industries.

* A background in linguistics, UX writing, or psychology.

* Experience implementing Generative AI/Large Language Model (LLM) features within a controlled enterprise environment.

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**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.