Job Title: Product Delivery Manager II
Location: Rosemead, California (Hybrid – Onsite Tuesday & Wednesday)
Job Summary:
We are seeking a Product Delivery Manager II to help shape and advance a high-impact customer experience initiative focused on IVR, IVA, conversational AI, and contact-center modernization. This role will work across business, product, and technology teams to translate broad business needs into clear product objectives, defined scope, actionable backlog items, and practical release recommendations. The ideal candidate combines product delivery experience with an understanding of IVR/IVA, customer journeys, and contact-center technologies.
Responsibilities:
- Assess and document current-state IVR applications, customer journeys, call flows, prompts, menus, routing, transfers, business rules, integrations, and configurations, identifying gaps, dependencies, and opportunities for improvement.
- Translate business needs, approved requirements, and acceptance criteria into clear product objectives, backlog items, journey requirements, and platform configuration specifications.
- Support IVR-to-IVA modernization by mapping legacy capabilities to future-state functionality and identifying functionality to retain, redesign, consolidate, replace, or retire.
- Define and manage product scope, distinguish required capabilities from optional enhancements, identify gaps and assumptions, and provide prioritization and release recommendations.
- Partner with business, engineering, architecture, and platform teams to address telephony, routing, contact-center, data, integration, and customer-handoff requirements.
- Facilitate cross-functional product and delivery decisions, communicate tradeoffs, manage dependencies and escalations, and maintain clear product decision documentation.
- Support testing and troubleshooting across configuration, routing, telephony, customer journeys, integrations, migrations, and platform functionality, including production-readiness and post-launch stabilization.
- Contribute to phased deployment, cutover, rollback, operational-readiness, and post-launch planning while identifying risks and recommending appropriate mitigation strategies.
- Maintain and refine the product backlog based on business priorities, customer experience objectives, technical dependencies, delivery feedback, and post-launch learnings.
- Prepare concise product, scope, readiness, dependency, and release recommendations for product leadership and other key stakeholders.
Required Qualifications:
- 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 or conversational-experience initiatives.
- Demonstrated ability to translate broad business requests into clear product objectives, defined scope, 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, distinguish customer problems from proposed solutions, and communicate tradeoffs.
- Experience facilitating cross-functional decisions involving business and technology stakeholders.
- Strong written and verbal communication skills with the ability to organize complex work involving multiple stakeholders, dependencies, and delivery teams.
- Ability to prepare clear, concise recommendations for senior product leadership.
- Bachelor's degree.
Preferred Qualifications:
- Familiarity with generative AI and agentic customer-service experiences.
- Experience in a regulated or high-volume customer-service environment.
- Familiarity with backlog management and customer-journey visualization tools.
About SSI People: With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering exceptional experience for our consultants, our clients, and our internal team. Through a genuine commitment to people in everything we do. We have developed refined processes and a stellar internal team to deliver talent quickly. More importantly, we focus on building long-term relationships, not transactions. Putting people first is just what we do well.
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