Remote Product Manager – AI-Powered Contact Center

American Red Cross; Washington (District of Columbia); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental Vision plans

Health Spending Accounts & Flexible FS

PTO: 15 days/year

Holidays: 11 paid holidays

401K with up to 6% match

Paid Family Leave

Employee Assistance

Disability insurance (Short + Long)

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Product management

Agile methods

Cross-functional collaboration

Analytics

IVR design principles

Education

Bachelor's degree

Tools

Jira

Mural

Lucidchart

AWS Connect

Service Cloud Voice

Job description

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