Associate Product Manager

Hard Problems; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) with match

Paid time off 15 days per year

Job summary

The American Red Cross is seeking a Product Manager for the Contact Center platform within the BSI team. You will own the end-to-end client journey across IVR and routing, drive AI-enabled features, and partner with operations, engineering, and vendors to deliver reliable service.

This remote role supports teams across the United States, with some travel for critical deployments and stakeholder engagement. You will write requirements, manage epics, and measure KPIs like AHT and FCR to drive

Qualifications

• Bachelor's degree and 7 years of general experience (education and experience may be combined).
• At least 4 years of product management experience, with at least 2 years in contact center, customer experience, or telephony/IVR-related products.
• Demonstrated experience with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, or Amazon Connect.
• Experience with AI/ML-enabled product features including sentiment analysis, speech analytics, summarization, or conversational AI and chatbots.
• Strong understanding of IVR design principles and call routing and forwarding architecture.
• Proven ability to translate ambiguous operational problems into structured, prioritized product requirements.
• Experience working across distributed or field-based organizational structures such as regional offices, chapters, or franchises.
• Strong analytical skills and comfort defining and tracking operational KPIs.
• Experience with Agile development frameworks and design thinking methods.
• Proficiency with Microsoft Office applications, Jira, Mural, and Lucidchart.
• Experience leading a legacy system retirement or migration with minimal service disruption is preferred.
• Candidates must be authorized to work in the United States; the Red Cross does not sponsor employment visas.

Responsibilities

• Convert business strategy into system design and functionality, ensuring alignment between technical and business units on solution proposals.
• Facilitate discovery sessions and collect business requirements from stakeholders using design thinking and business analysis methods.
• Analyze business and user needs to identify opportunities, challenges, and risks during product design.
• Use data to make evidence-based decisions and drive continuous improvement with measurable outcomes.
• Create and organize Agile user stories into epics, phases, and functions in partnership with design, technical, and business leads.
• Coordinate with the Product Manager, Scrum Master, and engineering team to manage current and backlogged user stories.
• Own the end-to-end client journey through the IVR and routing system, redesigning call paths to reduce unnecessary transfers, looping, and agent-hunting behavior.
• Lead product strategy for AI-enabled features including tone and sentiment analysis, AI-assisted coaching tools, automated call and chat summarization, and chatbot initiatives across service channels.
• Manage vendor relationships related to telephony, IVR, and AI tooling (including Service Cloud Voice and related add-ons).
• Define and track operational KPIs such as average handle time, first-contact resolution, IVR containment rate, transfer and loop rate, sentiment trends, and agent adoption of AI tools.
• Support User Acceptance Testing by ensuring business units are prepared and engaged, and by providing feedback on expected product design and functionality.
• Write product communications and training materials for end users, including knowledge base articles and release notes.

Skills

Design thinking

Business analysis

Agile methodologies

Stakeholder management

Data-driven decisions

Education

Bachelor's degree

Tools

Salesforce Service Cloud Voice

Genesys

NICE

Five9

Amazon Connect

Jira

Mural

Lucidchart

Job description

The American Red Cross is the world's largest humanitarian network, providing disaster relief, emergency assistance, financial aid, and support services to communities, military families, volunteers, and individuals in crisis. Its Humanitarian Services Product Management team builds human-centered digital products that support mission delivery across disaster response, logistics, volunteer management, and contact center operations.

The role

This position sits within the Business Systems and Innovation (BSI) team and owns the Contact Center platform portfolio - a suite of 24/7 systems serving Disaster Relief, SAF Hero Care, and Fundraising operations, built on AWS Amazon Connect and modern IVR technologies. The role is responsible for the technology and experience layer that powers workforce productivity, real-time operational insight, and AI-enabled service delivery across the contact center and chapter network. It is an individual contributor role requiring close partnership with contact center operations, chapter and field offices, engineering, data science, and telephony vendors. The position may also be assigned to assist with other BSI portfolio products depending on business needs.

What you would do

• Convert business strategy into system design and functionality, ensuring alignment between technical and business units on solution proposals.
• Facilitate discovery sessions and collect business requirements from stakeholders using design thinking and business analysis methods.
• Analyze business and user needs to identify opportunities, challenges, and risks during product design.
• Use data to make evidence-based decisions and drive continuous improvement with measurable outcomes.
• Create and organize Agile user stories into epics, phases, and functions in partnership with design, technical, and business leads.
• Coordinate with the Product Manager, Scrum Master, and engineering team to manage current and backlogged user stories.
• Own the end-to-end client journey through the IVR and routing system, redesigning call paths to reduce unnecessary transfers, looping, and agent-hunting behavior.
• Lead product strategy for AI-enabled features including tone and sentiment analysis, AI-assisted coaching tools, automated call and chat summarization, and chatbot initiatives across service channels.
• Manage vendor relationships related to telephony, IVR, and AI tooling (including Service Cloud Voice and related add-ons).
• Define and track operational KPIs such as average handle time, first-contact resolution, IVR containment rate, transfer and loop rate, sentiment trends, and agent adoption of AI tools.
• Support User Acceptance Testing by ensuring business units are prepared and engaged, and by providing feedback on expected product design and functionality.
• Write product communications and training materials for end users, including knowledge base articles and release notes.

What they are looking for

• Bachelor's degree and 7 years of general experience (education and experience may be combined).
• At least 4 years of product management experience, with at least 2 years in contact center, customer experience, or telephony/IVR-related products.
• Demonstrated experience with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, or Amazon Connect.
• Experience with AI/ML-enabled product features including sentiment analysis, speech analytics, summarization, or conversational AI and chatbots.
• Strong understanding of IVR design principles and call routing and forwarding architecture.
• Proven ability to translate ambiguous operational problems into structured, prioritized product requirements.
• Experience working across distributed or field-based organizational structures such as regional offices, chapters, or franchises.
• Strong analytical skills and comfort defining and tracking operational KPIs.
• Experience with Agile development frameworks and design thinking methods.
• Proficiency with Microsoft Office applications, Jira, Mural, and Lucidchart.
• Experience leading a legacy system retirement or migration with minimal service disruption is preferred.
• Candidates must be authorized to work in the United States; the Red Cross does not sponsor employment visas.

Working arrangements

The role is fully remote, working from anywhere in the USA, with a preference for an East Coast schedule (core hours 9:00am-5:00pm Eastern). Approximately 5% travel is required for meetings, conferences, and occasional deployment supporting active operations. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during periods of major disaster.

Pay and benefits

The annual salary range is $90,000-$110,000. No annual bonus is offered. Salaries are aligned to the geographic location where work is primarily performed. Benefits include medical, dental, and vision plans; health spending and flexible spending accounts; PTO starting at 15 days per year; 11 paid holidays (6 core plus 5 floating); 401(k) with up to 6% match; paid family leave; employee assistance program; and short- and long-term disability and insurance.