Health Plan Product Lead — CCaaS & Omnichannel Strategy

Job Summary This role supports the product's fundamental value proposition, outlines its vision and execution plan, gains alignment and support from key strategic partners and stakeholders, and oversees the overall financial viability of the product offering. As a lead for the contact center ecosystem, you will manage the end-to-end product management lifecycle, develop multi‑year roadmaps, and build robust business cases. You will proactively identify and address customer friction points to ensure that our omnichannel contact center as a service (CCaaS), agent tools, and knowledge management capabilities deliver measurable value to both self‑service and assisted‑service users. You will act as the bridge between business strategy and technical execution. Essential Responsibilities Understand the department’s and company’s strategic roadmap and competitive position, develop a holistic product vision and strategy, and communicate roadmaps, priorities, experiments, and decisions to all audiences. Actively anticipate future needs and use metrics and qualitative input to identify and pursue asset improvement opportunities. Represent the product through the creation of guardrails and governance. Serve as accountable owner for the sets of products/tools within the designated portfolio. Identify and drive cross‑product and cross‑customer value and shared learnings. Guide Agile development, own the backlog, and refresh priorities with input from internal and partner teams. Other duties as assigned or requested. Education Required Bachelor’s Degree in Business Administration or related field Substitutions 6 years of related and progressive experience in lieu of a bachelor’s degree Preferred None Experience Required 5 years product experience 3 years with the Agile process 1 year working with design thinking Preferred Experience Contact center expertise, especially Genesys CCaaS platforms Operational background in contact center operations and Workforce Management (WFM) Knowledge of customer service AI capabilities and platforms Experience with customer journey mapping to prioritize product improvements Understanding of software development life cycle (SDLC) and product evolution General knowledge of the customer service industry and current trends in automation and assisted service Licenses or Certifications Preferred Black Belt Six Sigma SafeAgile Certification Design Thinking Certification Key Competencies Strategic influence: ability to gain alignment from senior stakeholders and drive a unified product vision Financial oversight: manage the financial viability of a product through data‑driven business cases Problem solving: focus on friction‑hunting using technology to simplify complex customer and agent interactions Roadmap accountability: ownership of long‑term planning and successful delivery of product milestones Skills Strong communication skills Adaptability Analytical and logical reasoning/thinking Strong analytical skills Strong time management skills Technical expertise Knowledge of relevant healthcare products Eye for visual design Language (Other than English) None Travel Requirement 25% - 50% Physical, Mental Demands and Working Conditions Position Type: Office‑based Teaches / trains others regularly – occasionally Travel regularly from office to various work sites or site‑to‑site – occasionally Works primarily out‑of‑the office selling products/services – sales employees Physical work site required: Yes Lifting: up to 10 pounds – constantly Lifting: 10 to 25 pounds – occasionally Lifting: 25 to 50 pounds – rarely The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As part of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. All employees must comply with HIPAA, company privacy policies, information security guidelines, and applicable laws and regulations. All employees must also comply with the company’s Code of Business Conduct, including federal and state laws, rules, regulations, company policies, and training requirements. Pay Range Minimum $102,700.00 Pay Range Maximum $164,600.00 Base pay is determined by a variety of factors, including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based on comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at View email address on click.appcast.io California Consumer Privacy Act Employees, Contractors, and Applicants Notice Req ID: J280412 #J-18808-Ljbffr Highmark Health