Director, Product Management

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

📋 Description

• Spearhead the vision, strategy, and execution for the enterprise IVR ecosystem.

• Take ownership of roadmap development and delivery for IVR capabilities utilizing Google GECX, encompassing voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual-agent experiences.

• Propel the adoption of generative and agentic IVR capabilities.

• Manage the complete product lifecycle for the CenterWell IVR and voice automation portfolio.

• Convert business priorities and customer challenges into technical product strategies.

• Build and guide high-performing product teams.

• Recruit and cultivate talent with expertise in IVR, NLU, and conversational AI.

• Assess product effectiveness through KPIs related to intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call efficiency.

• Collaborate with engineering, operations, contact center, analytics, CX, and UX teams.

• Act as the business representative for IVR-related initiatives throughout the enterprise.

• Promote governance, consistency, standards, reusable components, and scalable design patterns across IVR platforms.

• Assist delivery teams, eliminate obstacles, and ensure quality and cost expectations are achieved.

• Conduct comprehensive evaluations across architecture, LLM/NLU models, routing, and system integrations.

• Oversee risks, dependencies, and cross-team prioritization for IVR and conversational AI projects.

⛳️ Requirements

• Bachelor’s Degree.

• Over 8 years of experience in product management or technology leadership.

• Minimum of 5+ years concentrated on IVR and voice automation.

• Extensive hands-on experience with IVR platforms like Google and Genesys.

• Proven track record in delivering generative-AI-driven and agentic IVR conversational experiences.

• Strong grasp of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration.

• Experience in delivering multi-year product roadmaps using agile and human-centered design methodologies.

• Capability to manage, mentor, and develop high-performing teams.

• Exceptional communication skills with an executive presence.

• Proven ability to present and influence C-Suite leadership.

• Demonstrated success in OKR-driven product delivery.

• Experience in managing large-scale, cross-functional initiatives in an enterprise environment.

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

• Ability to work from a dedicated space without interruptions to protect member PHI/HIPAA information.

• MBA or Master's Degree is preferred.

• Experience in healthcare is preferred.

• Experience in modernizing legacy IVR into cloud-native conversational voice platforms, particularly Google GECX/Playbooks, is preferred.

• Direct experience in leading teams that build conversational AI (voice and chat) is preferred.

• Familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, and Five9 is preferred.

🏝️ Benefits

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

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Whole-person wellness benefits.

• Requirement for a dedicated home workspace supporting remote work.

• Home internet service support/eligibility for remote work.