Telecom Product Manager – Contact Center

🔥 15 minutes ago

🇺🇸 United States – Remote

💵 $98.5k - $147.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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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 product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization and execution • Assess contact-center performance and user feedback to identify improvements in workflows, capabilities, routing logic, and platform usability • Partner with operations leaders, frontline agents, and cross-functional teams to translate business challenges into platform features, enhancements, and scalable solutions • Partner with Business Optimization on initiatives improving operational efficiency, agent experience, and member/provider experience through AI, automation, and contact-center capabilities • Serve as product liaison and subject matter expert between the business, IT, vendors, and implementation partners • Drive platform design, delivery, testing, training, and adoption • Maintain platform governance, change management, release management, feature rollout communication, and post-implementation performance tracking • Create and maintain architectural documentation, diagrams, design decisions, and technical standards • Develop and maintain system dashboards for contact-center performance, platform usage, and product-enhancement impact KPIs • Ensure platform configuration, integrations, and workflows align with regulatory requirements and internal policies • Evaluate and recommend emerging technologies, tools, and frameworks for innovation and modernization • May oversee contractors; otherwise, work as an individual contributor

🎯 Requirements

• 3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations • Direct experience working with contact-center platforms (Talkdesk) • Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end • Must be available to work standard business hours of 8:00 AM to 5:00 PM Pacific Time (PT) • Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field, or 4+ years of direct relevant experience can be used to replace degree requirement • Strong understanding of contact-center operations, telephony workflows, and call routing fundamentals • Demonstrated ability to translate business needs into product requirements, process improvements, and system capabilities • Proficiency with data analysis and business intelligence tools (e.g., Power BI, Tableau) • Strong communication, stakeholder management, and change-management skills • Experience leading cross-functional initiatives and driving adoption of new tools or capabilities • Preferred: Experience within a health plan, healthcare operations, Medicare Advantage, or other regulated industries • Preferred: Experience owning a SaaS platform product lifecycle, particularly in a fast-paced, transformation-oriented environment • Preferred: Formal training in data quality or data management methodologies • Preferred: Experience with Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations • Preferred: Knowledge of healthcare regulatory requirements impacting call centers (CMS requirements, CTM, service level standards) • Preferred: Experience working in an Agile or product-centric organization