Product Manager – Contact Center, Talkdesk

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

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.

📋 Description

• Own the end-to-end Telecom product lifecycle, including roadmap development, requirements gathering, enhancement prioritization, and execution • Assess contact-center performance and user feedback to identify workflow, routing, capability, and usability improvements • Partner with operations leaders, frontline agents, and cross-functional teams to translate business challenges into platform features and scalable solutions • Partner with Business Optimization on initiatives using AI, automation, and contact-center capabilities to improve efficiency and member/provider experience • Serve as product liaison and subject matter expert between business teams, IT, vendors, and implementation partners • Drive platform design, delivery, testing, training, adoption, change management, release management, communications, and post-implementation tracking • Create and maintain architectural documentation, diagrams, design decisions, and technical standards • Develop and maintain dashboards for contact-center performance, platform usage, KPIs, and product-enhancement impact • Ensure platform configuration, integrations, and workflows align with regulatory requirements and internal policies • Evaluate and recommend emerging technologies, tools, and frameworks • May oversee contractors

🎯 Requirements

• 3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations • Direct experience working with contact-center platforms, especially Talkdesk • Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end • Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field; 4+ years of direct relevant experience may replace the degree requirement • Strong understanding of contact-center operations, telephony workflows, and call-routing fundamentals • Ability to translate business needs into product requirements, process improvements, and system capabilities • Proficiency with data-analysis and business-intelligence tools such as Power BI or Tableau • Strong stakeholder management and change-management skills • Experience leading cross-functional initiatives and driving adoption of new tools or capabilities • Preferred: health plan, healthcare operations, Medicare Advantage, or regulated-industry experience • Preferred: SaaS platform product-lifecycle ownership • Preferred: Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations • Preferred: knowledge of healthcare regulatory requirements impacting call centers, including CMS requirements, CTM, and service-level standards • Preferred: Agile or product-centric organization experience • May oversee contractors; otherwise an individual-contributor role

🏖️ Benefits

• Ample room for growth and innovation • Equal Opportunity/Affirmative Action employment practices