Seeking a seasoned Senior Product Manager to lead the migration of legacy contact center platforms (Avaya, Cisco, Genesys) to Amazon Connect for a healthcare payer environment. This role owns strategy, delivery, and optimization of cloud-native, intelligent CX solutions across member services, provider support, care management, and clinical operations.
Key Responsibilities
Contact Center Modernization
Lead end-to-end migration to Amazon Connect, from discovery to deployment and stabilization.
Define modernization roadmaps aligned with CX goals, operational KPIs, and compliance needs.
Oversee IVR/IVA design, routing logic, queue structures, and downstream integrations.
Cross-Functional Leadership
Partner with IT, customer service, clinical ops, infrastructure, and analytics teams.
Represent member, provider, and agent needs in product decisions.
AWS & Omnichannel Enablement
Utilize Lex, Lambda, Contact Lens, 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
Lead backlog, prioritization, sprint planning, and release readiness activities.
Performance Management
Own KPIs such as AHT, FCR, CSAT/NPS, IVR containment, and agent productivity; drive continuous improvement.
Required Qualifications
10+ years Product Management; 3+ years contact center or voice automation leadership in healthcare.
Strong understanding of payer operations and member/provider call center workflows.
Hands-on experience with Amazon Connect migrations and IVR design.
Expertise in HIPAA, PHI, and secure cloud communication frameworks.
Strong stakeholder alignment and Agile delivery experience (SAFe/Scrum).