Senior Product Manager, Conversational AI & Customer Experience

Location: Rosemead, California, United States; hybrid work mode with required work and residence in California

Salary: $182,800–$274,100 annually

Company

hirify.global is a utility company focused on reliable energy delivery, clean energy innovation, and customer service.

What you will do

• Own the full product life cycle for conversational AI and customer-service products from concept through launch and optimization.
• Define product vision, roadmaps, specifications, priorities, and go-to-market strategies using customer research, market insights, and competitive analysis.
• Shape voice assistant and digital chat experiences that understand complex needs, resolve issues, and complete transactions.
• Design conversational logic, customer journeys, acceptance criteria, test scenarios, escalation paths, and failure-handling behavior.
• Define KPIs and use interaction data, testing results, customer feedback, and performance analysis to prioritize improvements.
• Partner with Engineering, Design, Customer Experience, Analytics, Compliance, Operations, and external technology vendors.

Requirements

• At least 10 years of experience establishing marketing strategies and leading product growth strategies for existing or new products and services.
• Experience in product management, product ownership, conversation design, digital customer experience, or related disciplines.
• Knowledge of conversational AI concepts, including intent recognition, prompt design, system personas, dialogue flows, fallback behavior, agentic workflows, and AI quality evaluation.
• Experience translating business policies, operational rules, and customer needs into product requirements and conversational workflows.
• Proficiency with Power BI, Snowflake, and SQL for analyzing transcripts, customer feedback, and large datasets.
• Hybrid work requires reporting to an SCE facility and working and residing in California unless otherwise noted.

Nice to have

• Experience with customer-facing AI, virtual assistants, chatbots, or voice-response platforms.
• Experience in a highly regulated industry such as utilities, financial services, healthcare, telecommunications, entertainment, or government.
• Experience with responsible AI, privacy, brand standards, and regulatory compliance for customer-facing AI.
• Experience launching or modernizing digital customer platforms, including acceptance testing and early-life stabilization.

Culture & Benefits

• Hybrid work with remote days available after required facility attendance.
• Participation in an Incident Management Team and an on-call rotation approximately every four to six weeks for emergency response and business continuity.
• Work focused on clean energy, carbon reduction, reliable service, and customer safety.
• Equal opportunity employment and reasonable accommodation for candidates with disabilities.