Product Manager - Health Plan Capabilities
Core
Lead product management for the contact center ecosystem, optimizing omnichannel CCaaS, agent tools, and knowledge management for self-service and assisted-service excellence.
Role type
Senior Product Manager (Contact Center & Operations)
Builds
End-to-end product lifecycle for contact center capabilities (CCaaS, agent tools, knowledge management)
Domain
Healthcare / Contact Center Operations / Customer Service Technology
Deliverable
product features
Required skills
Product strategy & roadmap planning, Agile backlog management, Financial viability analysis, Stakeholder alignment, Cross-functional collaboration, Customer journey mapping
Preferred skills
Genesys CCaaS platform expertise, Workforce Management (WFM) background, Customer service AI capabilities, Design thinking methodology
Technologies
Genesys, CCaaS platforms, AI customer service tools
Responsibilities
Develop multi-year product roadmaps and business cases, Identify and address customer friction points, Guide Agile development and backlog prioritization, Drive cross-product and cross-customer value, Represent product through governance guardrails, Ensure financial viability of product offerings
Seniority
Senior, hands-on IC