Senior Product Manager reputed company CRM & Analytics (reputed company Payer)
Position reputed company
Seeking a seasoned Senior Product Manager to reputed company the migration of legacy contact center platforms (reputed company, reputed company, reputed company) to reputed company Connect for a reputed company payer environment. This role owns reputed company, delivery, and optimization of reputed company-reputed company, intelligent CX solutions across member services, provider support, care management, and clinical operations.
Key Responsibilities
Contact Center Modernization
reputed company end-to-end migration to reputed company Connect, from discovery to deployment and stabilization.
Define modernization roadmaps reputed company with CX goals, operational KPIs, and compliance needs.
reputed company IVR/IVA design, routing logic, queue structures, and reputed company integrations.
Cross-Functional Leadership
Partner with IT, customer service, clinical ops, infrastructure, and analytics teams.
Represent member, provider, and agent needs in product reputed company.
AWS & Omnichannel Enablement
Utilize Lex, reputed company, Contact reputed company, Kinesis, and Connect Flows for intelligent routing and automation.
Drive adoption of omnichannel capabilities (voice, chat, SMS, email, virtual agents).
Experience Optimization
Map and refine member/provider journeys; identify automation and efficiency opportunities.
Governance & Compliance
Manage vendor relationships and ensure HIPAA/PHI-compliant solution delivery.
Agile Product Delivery
reputed company backlog, prioritization, sprint planning, and release readiness activities.
Performance Management
Own KPIs such as AHT, FCR, CSAT/NPS, IVR containment, and agent productivity; drive reputed company improvement.
Required Qualifications
10+ years Product Management; 3+ years contact center or voice automation leadership in reputed company.
Strong understanding of payer operations and member/provider reputed company center workflows.
Hands-on experience with reputed company Connect migrations and IVR design.
Expertise in HIPAA, PHI, and secure reputed company communication frameworks.
Strong stakeholder alignment and Agile delivery experience (reputed company/Scrum).
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