Digital Product Owner II - Omnichannel
Core
Own strategy, governance, and continuous improvement of AI-enabled service experiences across an omnichannel ecosystem for a nonprofit health organization.
Role type
Digital Product Owner (AI & Conversational Technologies)
Builds
AI-enabled service experiences, conversational capabilities, and omnichannel customer journeys
Domain
Healthcare / Nonprofit / AI & Conversational AI
Deliverable
production ML models | product features
Required skills
Product ownership, AI product strategy, backlog management, roadmap development, stakeholder engagement, requirements definition, Agile delivery, contact center operations knowledge, customer experience design
Preferred skills
Generative AI, conversational AI, NLP, LLM applications, intelligent automation, workflow orchestration, Genesys, Salesforce, CRM platforms, healthcare industry experience, AI governance frameworks
Technologies
Genesys, Salesforce, CRM platforms, Salesforce Marketing Cloud, NLP, LLM applications, intelligent automation platforms
Responsibilities
Define product strategy and roadmap for AI-enabled conversational technologies; Partner with Member Services to improve efficiency and service quality through AI; Establish governance frameworks and quality standards for AI solutions; Manage product backlogs and coordinate cross-functional delivery; Define and monitor KPIs for AI solution effectiveness and operational performance; Orchestrate AI capabilities across telephony, digital, and messaging channels
Seniority
Mid-level, hands-on IC
