Digital Technical Product Manager

Role Description

• Identifies opportunities to improve call center and servicing experiences using customer feedback, agent insights, call analytics, and operational performance data.
• Defines product initiatives that address key servicing objectives, including call volume reduction, first-call resolution, handle time, and agent productivity.
• Develops and maintains product vision, strategy, and roadmaps for call center technologies (e.g., telephony, routing, CRM, agent desktop, IVR, conversational interfaces).
• Integrates relevant industry trends (e.g., AI-driven routing, virtual assistants, intelligent automation) into product planning.
• Partners with UX, operations, and engineering to improve end-to-end servicing journeys across voice and digital-assisted channels.
• Promotes consistency across channels (phone, chat, secure messaging) to deliver a unified and seamless member experience.

Qualifications

• 6+ years of digital/technology product management experience
• Experience in developing software and cloud-based tools
• Strong understanding of Agile product development and test-and-learn frameworks
• Good communication skills
• Ability to balance delivery, product strategy, and UX/design thinking
• Bachelor's degree OR 4+ years of relevant professional experience

Requirements

• AI/ML experience strongly preferred
• Experience in regulated industries and/or contact center environments
• Familiarity with call center platforms
• Experience with AI tools (Amazon, Google, or enterprise AI platforms)
• Experience with CRM, agent desktop tools, analytics
• Knowledge of digital strategy, journey mapping, and research methodologies