Technical Product Manager – Enterprise Communications Solutions

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October 16

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Alignment Health

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Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

💰 $135M Series C on 2020-03

📋 Description

• Serve as the technical platform owner of enterprise communications responsible for the Talkdesk product implementation, administration, and integration across Alignment. • Define and drive the product roadmap and strategy. • Design and manage IVR call flows, routing logic, agent scripting, and queue structures within Talkdesk Studio. • Partner with Talkdesk and internal teams to deploy AI-driven features (chatbots, virtual agents, speech analytics and predictive routing). • Collaborate with engineering teams to implement Talkdesk APIs, webhooks, and connectors for integration with AVA, Facets, Salesforce, and other enterprise platforms. • Define and implement real-time dashboards, reporting structures, and call analytics to support CMS compliance, STAR ratings, and operational KPIs (e.g., AHT, FCR, service levels). • Monitor end-to-end claims payment workflows, ensuring accuracy and identifying opportunities for automation and efficiency. • Act as a liaison between IT, operations, compliance, and Talkdesk to ensure technical solutions support Member, Provider and Broker experience teams and workflows. • Ensure all configurations meet HIPAA and CMS Medicare Advantage requirements, including call recording, member authentication, audit reporting, and retention standards. • Collaborate with DTS, Operations, Finance, and Compliance leadership to resolve production issues and deliver enhancements. • Act as SME for internal stakeholders on Contact center features and capabilities.

🎯 Requirements

• 5+ years of Product Management or Business Analyst experience in Medicare healthcare payer systems and/or Enterprise Communications Platforms. • Hands-on experience with Talkdesk configuration and administration (Studio, routing, IVR, roles/permissions, call flows). • Medicare call center modernization or CMS audit readiness projects. • Proven hands-on expertise with: Microsoft SQL (querying, optimization, reconciliation, audits) • Microsoft SSIS (ETL workflows and data integration) • Azure Data Factory (cloud-based pipelines and transformations). • Experience integrating or managing supplemental benefit vendors that augment Alignment’s production benefit offerings. • Solid understanding of CMS compliance requirements for member communications and Medicare materials. • Strong analytical, problem-solving, and communication skills with the ability to translate technical details into business outcomes.

🏖️ Benefits

• Equal Opportunity/Affirmative Action Employer • Consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.