Product Manager II - IVR/Omnichannel Experience

Job Summary:

The Product Manager II – IVR/Omnichannel Experience is responsible for leading the Interactive Voice Response (IVR) and Omnichannel strategy, from the planning phase through deliverables coordination, execution, communication, and results tracking.

Essential Functions:

• Manage growth and optimization of the IVR and Omnichannel products: Chat, Text, and Virtual Agents
• Develop and maintain the IVR/Omnichannel product roadmaps, aligning with organizational goals and strategies
• Stay on top of emerging IVR/Omnichannel capabilities and market trends to drive product development
• Prioritize, assign, and balance work within Agile TFS boards with Scrum, SA, and Tech Leads acting as Product Owner of the IVR/Omnichannel products
• Continuously identify self-service and IVR deflection opportunities
• Facilitate Journey Mapping exercises to understand the customer experience and identify gaps and opportunities
• Partner closely with our vendor partners to ensure successful development and implementation, when necessary
• Manage to budget with internal partners and contract services or agencies
• Influence, inform, and engage cross functional teams
• Provide guidance and strategy across products, programs and projects
• Partner with stakeholders to develop/maintain a backlog for IVR/Omnichannel initiatives which align with business goals and roadmap
• Effectively and actively communicate successes, challenges, timelines and project needs
• Manage competing priorities for omnichannel products and initiatives
• Provide direction of IVR/Omnichannel strategy goals, customer experience, quality, and product analytics.
• Lead product management of IVR/Omnichannel products, representing the team in daily IT Agile meetings and/or similar activities from IT vendors
• Work with business partners throughout the organization to understand their goals and be able to translate that into work
• Lead through ambiguity. Employ Lean Management and Design Thinking principles to guide teams through challenges and solutions.
• Own the customer experience for the IVR/Omnichannel products introducing new capabilities to improve those everyday customer moments
• Utilize data and technology to elevate the customer experience
• Ensures product meets all regulatory and compliance
• Evaluate, validate, and communicate the business proposition associated with digital initiatives and digital products.
• Initiate and lead new IoT or digital innovation projects
• Perform any other job duties as requested

Education and Experience:

• Bachelor’s degree in marketing, Computer Science, Human Factors, IT, Communications or related field or equivalent years of relevant work experience is required
• A minimum of five (5) years of professional experience in product ownership/management is required
• Experience in translating business requirements into user experience applications; project planning and management experience required; leading teams and large projects is required
• IVR experience is preferred
• Experience implementing AI technology is preferred
• Experience with journey mapping is preferred
• HMO or Healthcare industry experience is preferred
• Experience in Agile scrum ceremonies-story writing, sprint planning, daily standups and retrospectives is preferred

Competencies, Knowledge and Skills:

• Proficient in design thinking principles and methods
• Strong knowledge and experience in digital product development
• Familiarity with code languages and back-end infrastructure (web services, API, or database development)
• UX, UI and Human Factor experience
• Hands-on experience with UAT testing digital products
• Troubleshooting and problem-solving capabilities
• Solid project planning and management capabilities
• Process and/or workflow planning and design skills
• Information Architecture and Taxonomy familiarity
• Proficient in Word, PowerPoint or Keynote, and Excel
• Experience with Google Analytics, Firebase or equivalent
• Excellent oral and written communication; effective organization and prioritization skills.

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Ability to travel as required by the needs of the business

Compensation Range:

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Organization Level Competencies

• Create an Inclusive Environment

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.