Associate Vice President, Conversational Channels
Core
Senior enterprise leader owning the product strategy, roadmap, and delivery of conversational channels (IVR, AI, Virtual Assistant) and advocate tools to improve member outcomes and advocate effectiveness.
Role type
Senior IC product leader (conversational channels & contact center)
Builds
Integrated conversational engagement ecosystem including IVR, queuing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and CRM capabilities
Domain
Insurance / Customer Experience / Contact Center Technology
Deliverable
production ML models | product features
Required skills
Product strategy, conversational channel optimization, enterprise CRM platforms, contact center modernization, cross-functional leadership, multi-year roadmap execution, stakeholder influence, analytics-driven prioritization, UX design for advocate tools
Preferred skills
Experience with Salesforce, Genesys, Google Customer Engagement Suite, regulated industry product operating models, connecting conversational channels with digital self-service
Technologies
Salesforce, Genesys, Google Customer Engagement Suite (GECX), IVR, Conversational AI, Virtual Assistant, CRM
Responsibilities
Own the conversational channel and advocate experience portfolio; Lead an integrated conversational engagement ecosystem; Define and execute multi-year strategy for contact center advocate experience; Direct technical architecture and delivery quality; Evaluate market trends and emerging technologies; Balance enhancement with innovation and modernization
Seniority
Senior, hands-on IC with strategic oversight