Product Owner/Manager

Mobile Apps US; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Mobile Apps US LLC is seeking a seasoned Senior Product Manager to drive the strategic migration of legacy contact center platforms to Amazon Connect, focusing on healthcare payer operations. The role requires strong domain expertise, executive-level collaboration, and track record in cloud-based, compliant contact center solutions.

You will define strategy, collaborate across IT, clinical, and operations, and own vendor relationships while delivering measurable improvements in efficiency and

Qualifications

• 7+ years of product management in contact center platforms or voice automation in healthcare payer settings.
• Experience migrating legacy systems (Avaya, Cisco) to cloud contact centers.
• HIPAA/PHI handling and cloud security knowledge.
• Strong ability to translate complex requirements into user stories and features.

Responsibilities

• Lead end-to-end migration to Amazon Connect from discovery to rollout.
• Define the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, clinical, and operations teams to define requirements.
• Develop IVR flows, routing, and integrations with CRMs and case systems.
• Measure KPIs like AHT, NPS, FCR, and abandonment; drive data-driven improvements.
• Own vendor contracts and governance for telephony, transcription, and analytics.
• Promote Agile, backlog prioritization, and sprint execution across teams.
• Lead change management and adoption initiatives for the platform transition.

Skills

Amazon Connect migration

Healthcare payer domain

Agile / SAFe / Scrum

Voice IVR design

Stakeholder management

AWS / cloud services

Requirements storytelling

Education

Bachelor’s degree in CS / Information Systems / Healthcare Administration or related field

Masters or certifications in Product Management / Cloud Technologies (AWS) / Healthcare IT

Tools

JIRA

Confluence

Productboard

AWS services

Lex

Connect Flows

Contact Lens

Job description

Role: C2C/W2

Position Summary

• 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.
• Preferred Experience
• Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environoment