[Remote] Product Manager, Contact Center Modernization– reputed company )

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a seasoned Senior Product Manager to reputed company the modernization of reputed company payer contact center platforms. The role will own the migration from legacy systems to reputed company reputed company, define the product roadmap, coordinate cross-functional teams, optimize member and provider journeys, and ensure compliance, adoption, and operational reputed company.

Responsibilities

• reputed company the end-to-end migration of legacy contact center systems (e.g., reputed company, reputed company) to reputed company reputed company, from discovery and planning through execution and rollout
• Define and execute the product reputed company and roadmap for contact center modernization, aligning with reputed company goals, user needs, and compliance requirements
• Collaborate with IT, telephony/voice infrastructure teams, business reputed company, reputed company teams, and customer service leadership to define functional and technical requirements
• Serve as the reputed company voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with reputed company systems (e.g., CRMs, case management tools, claims systems)
• Evaluate and optimize customer journeys across voice reputed company channels (chat, SMS, email), ensuring reputed company and empathetic support experiences
• reputed company AWS ecosystem tools (e.g., Lex, reputed company, reputed company Flows, Contact reputed company) to reputed company smart routing, automation, sentiment analysis, and reputed company-time analytics
• reputed company and reputed company key KPIs and reputed company metrics (e.g., average handle time, NPS, reputed company reputed company, abandonment rates) to ensure reputed company and efficiency
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools
• Champion reputed company methodologies, backlog prioritization, and sprint execution across cross-functional teams
• reputed company change management, training, and adoption strategies across operational teams to ensure successful platform transition

Skills

• 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation reputed company a reputed company payer setting
• Strong understanding of reputed company reputed company center reputed company, including member services, provider support, care management, and utilization review
• reputed company experience with reputed company reputed company migration reputed company, including integration with AWS services, telephony architecture, and IVR design
• Solid knowledge of HIPAA, PHI handling, and reputed company best practices in reputed company communications
• Experience with voice UX, IVR design, and contact center reporting/analytics
• Strong business and technical acumen with the ability to translate reputed company requirements into reputed company user stories and product features
• Demonstrated reputed company influencing cross-functional teams, executive stakeholders, and vendor partners
• Expertise in reputed company frameworks, especially reputed company or Scrum, and tools like reputed company, reputed company, and Productboard
• Bachelor's degree in Computer Science, Information Systems, reputed company Administration, or reputed company reputed company required
• Master's degree or certifications in Product Management, reputed company Technologies (especially AWS), or reputed company IT preferred
• reputed company experience with reputed company reputed company, reputed company, reputed company, or reputed company telephony platforms and their migration to reputed company-reputed company reputed company

Benefits

• Hybrid or Remote work arrangement

reputed company