Telecom Product Manager – Contact Center

E2E Alignment Healthcare USA, LLC; California (MO); Hybrid; USD 99,000 - 148,000; Full time

Job summary

Alignment Health is seeking a Telecom Product Manager to own the end-to-end lifecycle of the enterprise contact-center platform, including roadmap, requirements, and prioritization. You will partner with Operations, IT, Clinical, and other teams to translate business needs into scalable platform features and measurable improvements.

The role emphasizes governance, dashboards, and governance, with emphasis on AI/automation, and regulatory alignment.

Qualifications

• 3+ years in Product Management, BP Optimization, or Contact Center Ops.
• Experience with contact-center platforms and end-to-end roadmaps.
• Bachelor’s degree or 4+ years of relevant experience to meet requirement.

Responsibilities

• Own end-to-end Telecom product lifecycle: roadmap, requirements, prioritization, and execution with Business Optimization and other departments.
• Assess contact-center performance and user feedback to identify workflow and routing improvement opportunities.
• Collaborate with operations leaders, frontline agents, and cross-functional teams to translate challenges into platform features.
• Drive initiatives to improve operational efficiency, agent experience, and member/provider experience via AI, automation, and platform capabilities.
• Serve as liaison between business, IT, vendors, and partners to drive design, delivery, testing, and adoption.
• Maintain platform governance: change management, release management, communications, and post-implementation tracking.
• Create and maintain architectural docs including diagrams and technical standards.
• Develop dashboards to monitor KPIs, platform usage, and impact of enhancements.
• Ensure configurations and integrations meet regulatory requirements and internal policies.
• Evaluate emerging technologies to support modernization.
• Handle additional duties and projects as needed.

Skills

Telecom product mgmt

Stakeholder collaboration

Data analytics

Power BI

Tableau

Talkdesk

AI & automation

Regulatory compliance

Agile / product-centric

Cross-functional leadership

Education

Bachelor’s degree in Business, IS, Healthcare Administration

4+ years relevant experience (replace degree)

Tools

Talkdesk Studio

Power BI

Tableau

CRM integrations

Job description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Telecom Product Manager will serve as the subject matter expert for the organization’s enterprise contact-center platform. This role is responsible for executing the vision, roadmap, and optimization of the platform in collaboration with the various stakeholders across the organization to enhance the member & provider experience and drive measurable value across business functions. The Telecom Product Manager will partner cross-functionally with Operations, IT, Clinical, Member Experience, Provider Experience, Optimization teams, and other key stakeholders to understand business needs, translate them into scalable solutions, and ensure the platform is leveraged to its fullest potential. This position plays a critical role in shaping the future of our contact center capabilities and ensuring that our platform evolves in alignment with organizational goals.

Job Responsibilities

• Own the end-to-end product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization & execution in collaboration with Business Optimization and other departments.
• Conduct ongoing assessments of contact-center performance and user feedback to identify improvement opportunities in workflows, capabilities, routing logic, and platform usability.
• Partner with operations leaders, frontline agents, and cross-functional teams to understand business challenges and translate them into platform features, enhancements, and scalable solutions.
• Partner with Business Optimization on strategic initiatives focused on improving operational efficiency, agent experience, and member/provider experience through thoughtful use of AI, automation, and the contact center platform capabilities.
• Serve as the product liaison and subject matter expert between the business, IT, vendors, and implementation partners to drive successful design, delivery, testing, training, and adoption of the platform and its enhancements.
• Maintain platform governance, including change management protocols, release management, feature rollout communication, and post-implementation performance tracking.
• Create and maintain architectural documentation including diagrams, design decisions, and technical standards.
• Develop and maintain dashboards in system for reporting and KPIs to monitor contact-center performance, platform usage, and the impact of product enhancements.
• Ensure the contact center platform configuration, integrations, and workflows align with regulatory requirements and internal policies.
• Evaluate and recommend emerging technologies, tools, and frameworks to support ongoing innovation and modernization.
• Other duties and projects not listed above.

Supervisory Responsibilities

May oversee contractors, otherwise this is an Individual Contributor role.

Job Requirements

Experience

• Required: 3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations. Direct experience working with contact-center platforms (Talkdesk) Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end. Must be available to work standard business hours of 8:00 AM to 5:00 PM Pacific Time (PT)
• Preferred: Experience within a health plan, healthcare operations, Medicare Advantage, or other regulated industries. Experience owning a SaaS platform product lifecycle, particularly in a fast-paced, transformation-oriented environment.

Education

• Required: Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field or 4+ years of direct relevant experience can be used to replace degree requirement

Training

• Preferred: Formal training in data quality or data management methodologies.

Specialized Skills

• Required: Strong understanding of contact-center operations, telephony workflows, and call routing fundamentals.
• Demonstrated ability to translate business needs into product requirements, process improvements, and system capabilities.
• Proficiency with data analysis and business intelligence tools (e.g., Power BI, Tableau) to drive insights and decision-making.
• Strong communication, stakeholder management, and change-management skills.
• Experience leading cross-functional initiatives and driving adoption of new tools or capabilities.
• Preferred: Experience with Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations.
• Knowledge of healthcare regulatory requirements impacting call centers (CMS requirements, CTM, service level standards).
• Experience working in an Agile or product-centric organization.

Pay Range

Pay Range: $98,550.00 - $147,825.00 Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

Alignment Health is championing a new path in senior care that empowers members to age well and live their most vibrant lives. Our mission-focused team makes high-quality, low-cost care a reality for members every day. Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. We believe that great work comes from people who are inspired to be their best. We've built a team of people who want to make a difference in the lives of the seniors we serve. Come join the team that is changing health care - one person at a time.