Product Manager - AI Channel Solutions

Job ID: 26-21853Location: Jacksonville, FL / 100% RemoteContact: Rishi BhatContact Email: View email address on click.appcast.io Phone: 7326129782Company: Mindlance 100% Remote In-Person final round MUST Backfill Req for Cynthia Stickland (Req 19440-1) Project Products- Self Service Chat Box Call Center AI summarizes calls Must haves: - Manager would like either or both of the below experience:

1. Contact Center Exp - projects to help contact center
2. AI exp (relating to call centers)

Preferred experience: Health Care experience AI Digital Job Summary Florida Blue is looking for a Product Manager to work with leadership to shape and drive intelligent channel solutions, redefining the healthcare experience of our constituents. This position requires an inspirational, high energy leader who will advocate for next generation experiences and unlock breakthrough customer and business results. This role will specifically lead the strategy, execution efforts, and optimization of AI powered products, including but not limited to: • Externally facing AI Chatbots delivered through our IVR system and online member website • Agent AI, an internal AI tool that provides frontline staff with real time guidance and recommended responses The Product Manager represents the product organization, maintains collaborative relationships across the organization, and drives major user experience initiatives from initial problem definition through go to market. Essential Functions The essential functions listed represent the major duties of this role; additional duties may be assigned.

• Plan and oversee large scale transformation initiatives, including the definition, design, development, implementation, and integration of people, processes, and technology that lead to measurable experience and administrative cost outcomes.
• Gather business insights and assess impacts to build a product strategy for AI Chatbots and Agent AI, including product vision, high level functionality, and business case creation.
• Prioritize and maintain the product backlog in alignment with product vision and strategy.
• Serve as the lead, partnering closely with Executive Sponsors, Business Leads, segment leadership, and IT partners; act as a thought leader on applying user experience (UX) and AI driven solutions to business problems.
• Lead experience metric definition to translate user expectations into KPIs and operational metrics for products.
• Lead cost/benefit assessments to define potential financial, business, and industry impacts of initiatives.
• Manage risk by establishing project management processes (status reporting, dependency tracking, steering updates).
• Guide initiatives through governance, steering, and formal gate processes.
• Mentor junior team members and contribute to the maturity of the product management discipline. Qualifications

Required Work Experience

• 6+ years related work experience Required Education
• Related Bachelor’s degree or equivalent work experience Additional Required Qualifications
• Agile Execution

o Clearly articulates concepts, objectives, and value o Experience delivering large, high profile initiatives o Leads and manages Product Owner efforts • Product Management o Understanding of AI concepts and cloud platforms o Develops and communicates a clear product roadmap o Determines scope and creates features o Prioritizes features against the roadmap o Experienced managing product roadmaps end to end • Collaboration o Builds and manages cross functional teams o Communicates effectively with stakeholders o Comfortable having difficult conversations and proactively resolving issues • Adaptability o Proven experience adapting to changing priorities and scope o Pivots quickly with minimal information • Resilience o Manages high pressure situations o Experienced with high visibility projects o Maintains composure under stress • Strategic Thinker o Connects AI solutions to meaningful business outcomes o Uses data to recommend solutions and shape future state experiences o Identifies opportunities for continuous improvement and growth Additional Preferred Qualifications

• Understands SAFe framework and execution processes
• Familiarity with healthcare, customer service, self service, and digital engagement technologies
• Lean/Six Sigma or Product Management certification

• Business knowledge of Florida Blue EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”