Associate Product Manager, Humanitarian Services Contact Center and Operations Platforms
American Red Cross
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Descripción de la vacante
The American Red Cross is seeking a Product Manager to own and evolve our Contact Center platform, enabling AI-enabled service delivery across our network. You will work at the intersection of agent experience, client experience, and AI innovations, ensuring efficient and intelligent call, chat, and interaction paths for staff and volunteers.
Ideal candidates bring 4+ years in product management, with exposure to contact center tech and AI capabilities, plus a strong grasp of IVR and call
Formación
- Bachelor's degree required.
- 4+ years of product management experience, with at least 2 years in contact center, customer experience, or telephony/IVR-related products.
- Experience with contact center platforms (e.g., Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar).
- Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots.
- Strong understanding of IVR design principles and call routing/forwarding architecture.
- Excellent cross-functional collaboration skills across distributed teams.
Responsabilidades
- Converts business strategy into system design and functionality; ensures alignment between technical and business units on the strategy and solution proposals to achieve business strategy and requirements.
- Facilitate discovery and the collection of business requirements from engaged stakeholders, applying design thinking and business analysis methods.
- Analyze business and user needs and identify opportunities, challenges, and risks during product design.
- Use trusted data to make evidence-based decisions and enable continuous improvement.
- Lead cross-functional design discussions with service designers, engineering, and operations.
Conocimientos
Educación
Herramientas
Descripción del empleo
Joining The American Red Cross is like nothing else - it's as much something you feel as something you do. You become a vital part of the world's largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.
When you choose to be a force for good, you'll have mentors who empower your growth along a purposeful career path. You align your life's work with an ongoing mission that's bigger than all of us. As you care for others, you're cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.
The Humanitarian Services Product Management team aspires to create human-centered digital experiences for our clients and workforce and to ensure our digital products support successful mission delivery. Our products support our humanitarian mission in many ways, including delivering financial assistance to those impacted by disasters, visualizing situational awareness for disaster response and logistics operations, and onboarding and assigning volunteers to critical mission roles.
This role supports a portfolio of 24x7 contact center platforms serving Disaster Relief, SAF Hero Care, and Fundraising operations. Built on AWS Amazon Connect and modern IVR technologies, these mission-critical systems help clients, donors, military families, volunteers, and responders access information, assistance, and support, especially during periods of crisis and large-scale disaster activity. The product portfolio integrates with numerous business systems and focuses on delivering compassionate, high-quality client experiences while driving operational efficiency, workforce productivity, and service excellence. The team is actively advancing automation, AI, intelligent routing, agent assist, and digital self-service capabilities to improve both client outcomes and operational performance.
We are seeking a Product Manager to own and evolve our Contact Center platform - the technology and experience layer that powers workforce productivity, real-time operational insight, and AI-enabled service delivery across our contact center and chapter network. This role sits at the intersection of agent experience, customer/client experience, and AI innovation, and is responsible for ensuring that every call, chat, and interaction path is efficient, intelligent, and easy to navigate - for both the people answering and the people calling.
The ideal candidate is equally comfortable diving into IVR call-flow logic and phone routing architecture as they define a roadmap for AI-assisted coaching, sentiment analysis, and generative summarization. This is a highly cross-functional role requiring close partnership with contact center operations, chapter/field offices, engineering, data science, and telephony vendors.
The BSI team has a variety of products and services in its portfolio. As such, this position may also be assigned to assist with other portfolio products on an as-needed basis depending on business needs and shifting priorities.
- The selected candidate will work 100% remotely from home anywhere in the USA with a preference to work an East Coast schedule. (Core Working Hours 9:00am-5:00pm Eastern).
- This position is required to periodically travel and participate in meetings and conferences throughout Red Cross system (~5%) or to deploy supporting an active operation. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.
- Converts business strategy into system design and functionality; ensures alignment between technical and business units on the strategy and solution proposals to achieve business strategy and requirements
- Facilitate discovery and the collection of business requirements from engaged stakeholders, applying varied design thinking and business analysis methods
- Analyzes business and user needs and identifies potential opportunities, challenges, and risks during product design
- Analyze and use trusted data to make evidence-based decisions and enable continuous improvement and measurable outcomes
- Ideate with service designers and technical team on product design and solutions, applying human-centered design and product design standards
- Facilitate cross-functional business review and alignment of product requirements, collaborating with business programs and operations, finance, legal, security, user support, and other stakeholders
- Create and organize Agile-oriented user stories into epics, phases, and functions in partnership with design, technical and business leads
- Provides and supports clear communication between product, technical, and business/program partners
- Serves as a product advisor and guide to new business stakeholders, providing training and demos as needed
- Coordinates with the Product Manager, Scrum Master and technical team to manage current and backlogged user stories
- Identify and resolve issues, influence stakeholders and manage relationships effectively
- Ensures business units are prepared for, and engaged in, User Acceptance Testing. Supports the development and execution of QA and UAT test cases by QA and UAT testers, providing feedback on expected product design and functionality.
- Monitors performance metrics and reviews system modification/change requests to ensure recommendations meet business units' technology needs.
- Writes product communications and training for end users, including knowledge base articles and release notes
- Continuously learn and grow individual capabilities to keep pace with team, organizational, and industry growth and change
Scope: Individual contributor with comprehensive technical knowledge in specific area. Ability to execute highly complex or specialized projects.
Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.
- Education: Bachelor's Degree
- Experience: 7 years of experience required
- Management Experience: 0 years of supervisory experience required.
- undefined
- Experience working with diverse communities of end users and business stakeholders
- Experience with product design and development processes, and business process redesign
- Experience with Agile development frameworks
- Experience with design thinking methods
- Proficient use of Microsoft applications (i.e., Outlook, Project, Visio, Excel, PowerPoint), Jira, and design tools including Mural and Lucidchart
- 4+ years of product management experience, with at least 2 years in contact center, customer experience, or telephony/IVR-related products.
- Demonstrated experience working with contact center platforms (e.g., Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar).
- Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots.
- Strong understanding of IVR design principles and call routing/forwarding architecture.
- Proven ability to translate ambiguous operational problems (e.g., "clients are looping through chapter numbers") into structured, prioritized product requirements.
- Excellent cross-functional collaboration skills, with experience working across distributed or field-based organizational structures (e.g., regional offices, chapters, franchises).
- Strong analytical skills and comfort defining and tracking operational KPIs.
- Experience with AWS Connect and/or Service Cloud Voice specifically, or other contact center tooling.
- Experience leading a legacy system retirement or migration (e.g., decommissioning a phone line or platform) with minimal service disruption.
- undefined
- Ability to coordinate tasks and deadlinesacross concurrent projects
- Skilled in relationship building and management with business and technical teams
- Independent and self-motivated with excellent communication skills
- Excellent interpersonal and communication skills
- Experience working with internal customers, management, and outside vendors
- Experience managing expectations and emerging issues
- Experience consolidating technical and business information for leadership presentations and reporting
- undefined
- Ability to lead product strategy for AI-enabled features across the platform, including:
- Tone and sentiment analysis to surface interaction quality and customer/client emotional signals in real time.
- AI-assisted coaching tools that help supervisors and agents improve performance.
- Automated summarization of calls and chats to reduce after-call work and improve handoff quality.
- Multiple chatbot initiatives across service channels, including scoping use cases, measuring containment/deflection, and managing bot-to-human handoff quality.
- Experience evaluating, prioritizing, and integrating emerging AI capabilities (including those built on Service Cloud Voice) into the broader roadmap, balancing innovation with reliability and agent trust.
- Own the end-to-end client journey through the IVR and routing system, with particular attention to the common failure pattern where clients try to reach a human "by any path necessary" identifying where this happens, why, and what it signals about IVR design gaps.
- Redesign and simplify IVR paths to reduce unnecessary transfers, looping, and agent-hunting behavior, improving both client experience and interaction quality/productivity metrics.
- Partner with telephony and operations teams to manage chapter/field office phone number configuration and call forwarding rules, eliminating unintended routing loops caused by misconfigured or conflicting forwarding chains.
- Lead the transition plan for retiring the public inquiry phone line, ensuring the change does not create new unintended loops back into chapter/field office lines, and that alternate paths are clearly available to clients.
- Act as the primary product point of contact for contact center operations, chapter/field office stakeholders, and technology partners.
- Translate operational pain points and field feedback into clear product requirements, prioritized against business impact.
- Define and track success metrics (e.g., average handle time, first-contact resolution, IVR containment rate, transfer/loop rate, sentiment trends, agent adoption of AI tools) and report on progress to leadership.
- Manage vendor relationships related to telephony, IVR, and AI tooling (e.g., Service Cloud Voice and related AI add-ons).
Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined.
The annual salary range for this position is $90,000 - $110,000. We do not offer an annual bonus for this role. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. We will review specific salary information at the time of phone screening based upon your location & experience.
- Medical, Dental Vision plans
- Health Spending Accounts & Flexible Spending Accounts
- PTO: Starting at 15 days a year; based on type of job and tenure
- Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
- 401K with up to 6% match
- Paid Family Leave
- Employee Assistance
- Disability and Insurance: Short + Long Term
- Service Awards and recognition
The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.
AmeriCorps, the federal agency that brings people together through service, and its partners - the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance - launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.
Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.
Summary of Rights.
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