Associate Product Manager, Humanitarian Services – Contact Center and Operations Platforms

Job not on LinkedIn

🔥 10 minutes ago

🏛️ District of Columbia – Remote

🏛️ District of Columbia – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

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American Red Cross

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

📦 Logistics

🤲 Charity

Healthcare • Logistics • Charity

American Red Cross is a humanitarian organization dedicated to providing relief to those in need, offering services such as disaster relief, blood donation, training in first aid and CPR, and support for military families. Their mission encompasses emergency preparedness, education, and providing assistance to individuals affected by various crises, ensuring a safe and resilient community.

📋 Description

• Own and evolve the Contact Center platform supporting workforce productivity, real-time operational insight, and AI-enabled service delivery • Convert business strategy into system design and functionality, aligning technical and business units • Facilitate discovery and collect business requirements from stakeholders using design thinking and business analysis methods • Analyze business and user needs, opportunities, challenges, and risks during product design • Use trusted data to make evidence-based decisions and enable continuous improvement • Ideate with service designers and technical teams on human-centered product design and solutions • Facilitate cross-functional reviews and alignment of product requirements • Create and organize Agile user stories into epics, phases, and functions • Coordinate with the Product Manager, Scrum Master, and technical team on current and backlogged user stories • Support User Acceptance Testing and QA test case development and execution • Monitor performance metrics and review system modification requests • Write product communications and end-user training, including knowledge base articles and release notes • Lead AI-enabled capabilities including sentiment analysis, AI-assisted coaching, automated summarization, and chatbots • Own the end-to-end client journey through IVR and routing systems • Redesign IVR paths to reduce transfers, looping, and agent-hunting behavior • Manage chapter/field office phone number configuration and call-forwarding rules • Lead retirement of the public inquiry phone line while maintaining alternate client access paths • Act as primary product contact for contact center operations, chapter/field office stakeholders, and technology partners • Define and track success metrics and report progress to leadership • Manage telephony, IVR, and AI tooling vendor relationships

🎯 Requirements

• Bachelor’s Degree • 7 years of experience required • 0 years of supervisory experience required • Authorized to work in the United States; American Red Cross does not sponsor employment visas • 4+ years of product management experience, including at least 2 years in contact center, customer experience, or telephony/IVR-related products • Experience working with diverse communities of end users and business stakeholders • Experience with product design and development processes and business process redesign • Experience with Agile development frameworks • Experience with design thinking methods • Proficient use of Microsoft applications including Outlook, Project, Visio, Excel, and PowerPoint • Proficiency with Jira, Mural, and Lucidchart • Demonstrated experience working with contact center platforms such as Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar • Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots • Strong understanding of IVR design principles and call routing/forwarding architecture • Ability to translate ambiguous operational problems into structured, prioritized product requirements • Strong analytical skills and comfort defining and tracking operational KPIs • Experience with AWS Connect and/or Service Cloud Voice or other contact center tooling • Experience leading legacy system retirement or migration with minimal service disruption • Ability to coordinate tasks and deadlines across concurrent projects • Experience working with internal customers, management, and outside vendors • Experience managing expectations and emerging issues • Experience consolidating technical and business information for leadership presentations and reporting • Independent and self-motivated with excellent communication and interpersonal skills

🏖️ Benefits

• Medical, Dental Vision plans • Health Spending Accounts & Flexible Spending Accounts • PTO: Starting at 15 days a year; based on type of job and tenure • 11 paid holidays comprised of six core holidays and five floating holidays • 401K with up to 6% match • Paid Family Leave • Employee Assistance • Short + Long Term Disability and Insurance • Service Awards and recognition • Fully remote work from home • Periodic travel and participation in meetings and conferences (~5%) • Opportunity for mentorship and career growth