Director, Product Management

Become a part of our caring community   The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance. You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences. IVR & Conversational AI Leadership  Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design Own roadmap creation and delivery for IVR capabilities using Google   GECX   including voice bots, routing logic,   LLM/ NLU/NLP models, call intent prediction, and virtual‑agent experiences Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestration   Product Strategy & Delivery  Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation Build and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise Validate product effectiveness through measurable KPIs such as   intent   capture/accuracy,   authentication,   containment, deflection, CSAT /NPS , and call‑efficiency improvements Cross‑Functional Collaboration  Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best‑in‑class IVR solutions   Serve as the primary business representative for all IVR‑related initiatives, ensuring strong alignment across the enterprise Drive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patterns Operational Excellence  Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectations Conduct solution‑wide evaluations to identify improvements across architecture,   LLM/ NLU models, routing, and system integrations Manage risks, dependencies, and cross‑team prioritization for all IVR and conversational AI initiatives   Use your skills to make an impact   Required Qualifications Bachelor’s Degree   8+ years of product management or technology leadership experience with at least 5+ years focused on IVR and voice automation   Deep hands‑on experience with   IVR   platforms   such as   Google,   Genesys,   etc.   Proven delivery of generative‑AI‑powered and agentic   IVR   conversational experiences   Strong understanding of IVR   self-service , digital deflection, call   routing, telephony, SIP, APIs, and backend system integration   Experience delivering multi‑year product roadmaps with agile and human‑centered design practices   Strong leadership skills and ability to manage, coach, and grow high‑performing teams   Excellent communication skills with executive presence   and demonstrated ability to present and influence C-Suite Leadership   Demonstrated success with OKR‑driven product delivery   Experience managing   large   enterprise‑scale, cross‑functional initiatives     Preferred Qualifications MBA or Master’s Degree   Healthcare   (Primary Care, Pharmacy, etc.)   experience   Experience modernizing legacy IVR into cloud‑native