Product Manager

Robotics Technologies LLC; Philadelphia (Philadelphia County); Vor Ort; USD 150.000 - 180.000; Vollzeit

Zusammenfassung

Robotics Technologies LLC seeks a Senior Product Manager to lead migrating legacy contact center platforms to Amazon Connect for healthcare payer operations. You will define strategy, align IT, operations, and clinical teams, and ensure compliant, cloud-native solutions that enhance member and provider engagement.

You bring 7+ years in product management, contact center expertise, and a track record in regulated environments, with strong AWS and agile leadership to drive transformation.

Qualifikationen

• 7+ years of product management experience in contact center platforms or voice automation within healthcare payer settings.
• Strong understanding of healthcare call center operations (member services, provider support, care management, utilization review).
• Proven experience with Amazon Connect migrations, including AWS integration, telephony architecture, and IVR design.
• Knowledge of HIPAA, PHI handling, and security in cloud communications.
• Experience with voice UX, IVR design, and contact center analytics/reporting.
• Ability to translate complex requirements into clear user stories and product features.
• Demonstrated success influencing cross-functional teams and vendor partners.
• Expertise in agile frameworks (SAFe/Scrum) and tools (JIRA, Confluence, Productboard).

Aufgaben

• Lead end-to-end migration of legacy contact center systems to Amazon Connect (discovery, planning, execution, rollout).
• Define and execute product strategy and roadmap for contact center modernization and compliance.
• Collaborate with IT, telephony, operations, clinical, and customer service teams to define requirements.
• Serve as voice of the customer for features, IVR flows, routing, and integrations.
• Evaluate and optimize member and provider journeys across voice and digital channels (chat, SMS, email).
• Leverage AWS tools (Lex, Lambda, Connect Flows, Contact Lens) for smart routing, automation, sentiment analysis, and analytics.
• Develop and track KPIs (AHT, NPS, FCR, abandonment).
• Manage vendor relationships, contracting, and governance for telephony and analytics tools.
• Champion agile methodologies, backlog prioritization, and sprint execution across teams.
• Drive change management, training, and adoption strategies for platform transition.

Kenntnisse

Contact center modernization

Amazon Connect

Healthcare payer domain

Agile SAFe Scrum

Vendor management

Stakeholder management

Cross-functional collaboration

Ausbildung

Bachelor's degree in relevant field

Master's or cert in Product Management / Cloud AWS / Healthcare IT

Tools

Amazon Connect

AWS

JIRA

Confluence

Productboard

Jobbeschreibung

• We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.
• The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

Key Responsibilities:

• Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
• Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
• Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
• Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
• Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
• Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
• Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
• Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.

Required Qualifications:

• 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
• Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
• Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
• Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
• Experience with voice UX, IVR design, and contact center reporting/analytics.
• Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
• Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
• Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.

Education:

• Bachelor's degree in computer science, Information Systems, Healthcare Administration, or related field required.
• Master's degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.

We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, national origin, citizenship/ immigration status, veteran status, or any other status protected under federal, state, or local law.