Associate Vice President – Conversational Channels

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the conversational channel and advocate experience portfolio, which includes IVR, queuing and routing, AI-driven customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM.

• Spearhead a cohesive conversational engagement ecosystem across various business segments.

• Provide seamless, AI-driven experiences throughout the complete member and advocate journey.

• Collaborate with Consumer Digital product leaders to integrate conversational channels with digital self-service options.

• Define and implement the multi-year contact center advocate experience strategy and product roadmap.

• Manage product roadmaps and backlog prioritization, sequencing investments, and making trade-off decisions.

• Set up and monitor outcomes for member experience, advocate productivity, authentication, misroutes, service quality, and transformation objectives.

• Formulate multi-year product strategies aligned with Insurance and CenterWell business goals.

• Lead UX and interaction design across conversational channels, advocate desktops, and digital capabilities.

• Direct the technical architecture, integration, release sequencing, and quality of delivery.

• Analyze market trends, member and advocate needs, competitive landscape, and emerging technologies.

• Manage products and platforms that support IVR modernization, conversational AI, Virtual Assistant, co-browse, Intelligent Search, and advocate experience.

• Utilize insurance and customer service expertise to ensure responsible AI implementation.

• Prioritize investments based on business value, customer outcomes, regulatory compliance, and technical sustainability.

• Balance the enhancement of existing capabilities with innovation and modernization efforts.

• Promote simplified, personalized, and interconnected member and advocate interactions.

• Work in collaboration with contact center operations, technology, analytics, Consumer Digital, and Client Services.

⛳️ Requirements

• Over 10 years of progressive leadership experience in product management, conversational channels, contact center technology, customer experience, or platform strategy.

• Extensive expertise in contact center optimization, IVR, conversational AI, CRM platforms, advocate desktop functionalities, and enterprise AI enablement.

• Proven experience in leading products and platforms within Salesforce, Genesys, and Google Customer Engagement Suite (GECX), or similar enterprise CRM and contact center technology ecosystems.

• Demonstrated success in managing large-scale, enterprise product portfolios and modernization projects within highly matrixed and regulated organizations.

• Experience overseeing multiple product lines, leading director-level talent, and guiding cross-functional teams spanning product, design, technology, analytics, and operations.

• Strong business acumen linking member and advocate experience, service performance, operational efficiency, and financial outcomes.

• Ability to establish a multi-year strategy, manage outcome-driven roadmaps and backlogs, prioritize investments, and make trade-off decisions.

• Experience leading through influence in complex stakeholder environments and establishing decision rights, accountability, and escalation procedures.

• Experience operating within a product model that includes durable cross-functional product teams, clear decision-making authority, outcome-based roadmaps, backlog prioritization, and ongoing discovery and delivery.

• Experience integrating conversational channels with digital self-service and advocate-assisted interactions while maintaining member intent and context.

• Proven ability to partner with contact center operational leaders to define advocate experience vision, conversational channel strategy, product roadmaps, experience design, and delivered capabilities.

• Capability to leverage analytics, advocate feedback, service metrics, and human-centered design to shape priorities and measure improvements.

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps required for home internet service.

• A dedicated workspace free from interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on both company and/or individual performance.

• Comprehensive medical benefits.

• Dental coverage.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability coverage.

• Long-term disability insurance.

• Life insurance benefits.

• Support for personal wellness.

• Assistance with smart healthcare decisions.