Communications Agent, AI Product Owner

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

📋 Description

• Wellabe is seeking a Communications Agent, AI Product Owner to become part of our team.

• This role entails owning the comprehensive strategy, roadmap, delivery, and performance of AI-managed customer interactions (both voice and digital), with a primary emphasis on the Intelligent Virtual Assistant (IVA).

• Responsible for the AI Channel for customer, provider, and agent calls, with full accountability for the overall performance of AI-managed voice and digital customer interactions.

• Develop a product strategy and roadmap: Define and monitor KPIs such as containment rate, first contact resolution, escalation rates, customer effort, and cost to serve.

• Approach AI as an operational service channel with a commitment to continuous improvement.

• Create and sustain a multi-year roadmap for AI-enabled service automation.

• Prioritize automation opportunities based on factors such as call volume, complexity, experience impact, and associated risks.

• Concentrate on high-impact use cases including benefits, eligibility, claims status, payments, ID cards, and provider inquiries.

• Convert business requirements into clear product specifications, user stories, and acceptance criteria.

• Coordinate release schedules with IT and platform teams (telephony, CRM, core systems).

• Establish phased rollouts, testing procedures, and post-release assessments to validate outcomes.

• Collaborate with Compliance and Legal to ensure AI interactions comply with HIPAA, CMS, and state regulations.

• Define approved language, disclosures, identity verification protocols, and escalation triggers.

• Manage remediation and enhancements when AI behavior fails to meet established standards.

• Act as the primary business representative in vendor partnerships related to conversational AI and automation.

• Guide vendor efforts towards achieving Customer Success objectives.

• Assess new capabilities and improvements based on their business value and operational readiness.

• Deliver clear, data-driven updates on AI performance, risks, and the value generated.

• Report progress in terms of customer experience, cost management, and scalability.

⛳️ Requirements

• Proven ability to translate business needs into specifications, user stories, and acceptance criteria.

• Strong analytical skills with the capacity to define, track, and respond to performance metrics.

• Executive-level communication skills (clear, concise, and data-driven).

• Familiarity with contact center operations and metrics (FCR, AHT, transfer/escalation rates, CSAT/effort).

• Working knowledge of identity verification, disclosures, and the design of safe-guardrails for automated interactions.

• Bachelor’s degree in a relevant field such as Business, Information Systems/MIS, Computer Science, Engineering, Data/Analytics, or a related discipline.

• Formal coursework or certifications in AI/ML are preferred.

• Specialized education in Generative AI / LLM fundamentals, Responsible AI / model risk / governance, and Data literacy (basic statistics, experimentation, KPI design) is highly desirable.

• Over 7 years of experience in product management, process automation, operations transformation, or related roles, with a focus on outcomes and KPIs.

• Experience in delivering customer-service technology in collaboration with IT/platform teams (e.g., telephony, CRM, or core systems).

• Experience working with risk/compliance stakeholders and operating within regulated environments.

• Direct experience with conversational AI/IVA platforms, including call containment and escalation design is preferred.

• Experience managing vendors and developing roadmaps that lead to measurable business outcomes is highly desirable.

🏝️ Benefits

• Hybrid availability

• 401(k) with company match

• Health insurance

• Paid time off, holidays

• Volunteer time off

• Lifestyle Spending Account (LSA)

• Paternity leave

• Growth opportunities