Communications Agent, AI Product Owner

🕒 il y a 16 jours

🌾 Iowa – Distant

🌾 Iowa – Remote

⏰ Temps Plein

🟠 Senior

🔴 Expert

✅ Responsable Produit

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Wellabe

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1929

⚕️ Assurance santé

👥 B2C

Healthcare Insurance • B2C

Wellabe est une compagnie d'assurance axée sur le consommateur, offrant une gamme de produits d'assurance complémentaire et spécialisée, principalement pour les personnes âgées et les retraités. Sa gamme de produits comprend des plans de supplément Medicare, des assurances obsèques prénégociées, des partenariats en matière de soins dentaires, de vision et d'audition, une indemnité hospitalière, une couverture pour maladies graves et diagnostic de cancer, ainsi que des plans de soins de courte durée. La société fournit des outils en ligne, un portail client et une application mobile, des ressources éducatives et des offres partenaires, et est basée à Des Moines, IA.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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