Senior Product Manager - Medicare

About the Role

Key Responsibilities

• Drive machine learning-enabled voice experiences by working closely with data science teams to iterate on existing models, identify new use cases, and coordinate cross-functional alignment and approvals.
• Manage the product roadmap for contact center technology, prioritize features, define user stories, and partner with engineering teams to ensure streamlined execution.
• Partner with call center operations, support teams, and external vendors to align on KPIs, implement enhancements, and drive continuous improvements.
• Create and present business updates and demo materials for internal and external stakeholders.
• Own the end-to-end IVR experience by designing, testing, and optimizing IVR flows across staging and production environments, including managing copy reviews, test tracking, and experimentation results.
• Author weekly and bi-weekly initiative updates and support the development of strategic decks to communicate progress, priorities, and impact.
• Represent the product in cross-functional pitch meetings and partner discussions, advocating for solutions that improve customer and agent experiences while meeting business goals.
• Collaborate with business, compliance, data, and design teams to ensure alignment on voice experience strategy and execution.
• Ensure all IVR experiences adhere to healthcare regulatory and accessibility standards.
• Act as a product owner and subject matter expert for customer support technologies and platforms.
• Drive a culture of experimentation and iterative improvement to optimize user and agent experience.

Requirements

• 5+ years of product management experience, ideally in technical or operationally complex environments, with a focus on contact center, voice tech, or customer support platforms.
• Demonstrated success designing and launching IVR systems or voice-driven customer experiences, with knowledge of IVR trees, call routing, and A/B testing.
• Experience collaborating with data science and ML teams to implement intelligent automation and personalization.
• Deep understanding of contact center metrics and optimization levers.
• Ability to synthesize complex operational needs and technical requirements into simple, elegant product solutions.
• Analytical mindset with experience using data to drive product decisions and optimizations.
• Strong communication skills with the ability to tell compelling stories, influence stakeholders, and achieve alignment.
• Strong organizational and prioritization skills in a fast-moving, ambiguous environment.
• Experience working within healthcare, insurance, or regulated industries is a plus.
• Familiarity with tools like AWS Connect, Five9, or Genesys is a plus.

Nice to Have

• Experience working within healthcare, insurance, or regulated industries.
• Familiarity with tools like AWS Connect, Five9, or Genesys.

Qualifications

• No specific formal educational qualifications are explicitly mentioned in the description.

Benefits & Perks

• Starting salary between $100,000 and $165,000, based on location, qualifications, and experience.
• Access to a free Udemy for Business subscription.
• Health insurance coverage (medical, dental, and vision).
• Life insurance.
• Short and long-term disability insurance.
• Flexible Spending Accounts.
• Paid time off and holiday pay.
• 401(k) with match.
• Employee assistance program.
• Paid parental bonding benefit program.
• Pharmacy benefits.
• Income protection plans.
• Pet services plans.
• Mental health support.
• Wellness coaching.
• HSA (Health Savings Account).
• Commuter benefits.
• Gym and fitness center discounts.