Communications Agent, AI Product Owner

🕒 vor 21 Tagen

🌾 Iowa – Remote

🌾 Iowa – Remote

⏰ Vollzeit

🟠 Senior

🔴 Experte

✅ Produktmanager

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Wellabe

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 1929

⚕️ Krankenversicherung

👥 B2C

Healthcare Insurance • B2C

Wellabe ist ein verbraucherorientiertes Versicherungsunternehmen, das eine Reihe von Zusatz- und Spezialversicherungsprodukten anbietet, hauptsächlich für ältere Erwachsene und Rentner. Das Produktangebot umfasst Medicare-Zusatzversicherungen, pränatale Bestattungsversicherungen, Partnerschaften für Zahn-, Seh- und Hörversicherungen, Krankenhausgeldversicherungen, Absicherungen für kritische Krankheiten und Krebserstdiagnosen sowie Kurzzeitpflegeversicherungen. Das Unternehmen bietet Online-Tools, ein Kundenportal und eine mobile App, Bildungsmaterialien und Partnerangebote an und hat seinen Hauptsitz in Des Moines, IA.

Beschreibung

• Wellabe is looking for a Communications Agent, AI Product Owner to join our team. • This individual will own the end-to-end strategy, roadmap, delivery, and performance of AI-handled customer interactions (voice and digital), with priority focus on the Intelligent Virtual Assistant (IVA). • Owns the AI Channel for customer, provider, and agent calls with full accountability for end-to-end performance of AI handled voice and digital customer interactions. • Build a product strategy & roadmap: Define and track KPIs including containment rate, first contact resolution, escalation rates, customer effort, and cost to serve. • Treat AI as an operational service channel with continuous improvement accountability. • Build and maintain a multi-year roadmap for AI enabled service automation. • Prioritize automation opportunities based on call volume, complexity, experience impact, and risk. • Focus on high impact use cases such as benefits, eligibility, claims status, payments, ID cards, and provider inquiries. • Translate business needs into clear product requirements, user stories, and acceptance criteria. • Coordinate releases with IT and platform teams (telephony, CRM, core systems). • Establish phased rollouts, testing plans, and post release measurement to validate results. • Partner with Compliance and Legal to ensure AI interactions meet HIPAA, CMS, and state regulatory requirements. • Define approved language, disclosures, identity verification rules, and escalation triggers. • Own remediation and improvements when AI behavior does not meet standards. • Serve as the primary business owner in vendor engagements related to conversational AI and automation. • Direct vendor work toward outcomes aligned with Customer Success goals. • Evaluate new capabilities and enhancements based on business value and operational readiness. • Provide clear, data driven updates on AI performance, risks, and value delivered. • Communicate progress in terms of customer experience, expense management, and scalability.

🎯 Anforderungen

• Demonstrated ability to translate business needs into requirements, user stories, and acceptance criteria. • Strong analytical skills with the ability to define, monitor, and act on performance metrics. • Executive-ready communication skills (clear, concise, and data driven). • Familiarity with contact-center operations and metrics (FCR, AHT, transfer/escalation rates, CSAT/effort). • Working knowledge of identity verification, disclosures, and safe-guardrail design for automated interactions. • Bachelor’s degree in a related field such as Business, Information Systems/MIS, Computer Science, Engineering, Data/Analytics, or a similar discipline. • Formal AI/ML coursework or certificates preferred. • Specific education in Generative AI / LLM fundamentals, Responsible AI / model risk / governance, and Data literacy (basic statistics, experimentation, KPI design) highly desirable. • 7+ years in product management, process automation, operations transformation, or related roles, including ownership of outcomes and KPIs. • Experience delivering customer-service technology in partnership with IT/platform teams (e.g., telephony, CRM, or core systems). • Experience working with risk/compliance stakeholders and operating within regulated environments. • Direct experience with conversational AI/IVA platforms, including call containment and escalation design preferred. • Experience managing vendors and shaping roadmaps to measurable business outcomes highly desirable.

🏖️ Vorteile

• Hybrid availability • 401(k) with company match • Health insurance • Paid time off, holidays • Volunteer time off • Lifestyle Spending Account (LSA) • Paternity leave • Growth opportunities