Digital Technical Product Manager Lead

What you'll do

• Own the product strategy, roadmap, and performance objectives for member contact routing, IVA, and telephony capabilities.
• Analyze telephony and routing data to identify root causes of misrouted contacts and prioritize improvement opportunities.
• Establish a data-driven operating model with clear performance measures for first contact resolution and routing accuracy.
• Translate business needs and analytical findings into technical requirements, epics, features, and implementation priorities.
• Identify and implement AI, automation, and predictive insights to improve member outcomes and routing decisions.
• Manage the migration of telephony and routing capabilities from legacy systems to new platforms and technologies.
• Lead complex projects from initial discovery and business case development through implementation and performance measurement.
• Communicate findings, investment needs, and performance results to senior leadership through clear, actionable presentations.

What we're looking for

• Bachelor's degree, or 4 years of relevant education and experience.
• 8 years of Digital/Technology Product Management experience (or an advanced degree with 6 years of experience).
• Comprehensive knowledge of technology products, emerging platforms, data analysis, and research techniques.
• Proven ability to communicate complex technical concepts to cross-functional teams and senior leadership.
• Risk management strategy improvement (preferred).
• Experience with contact center employee experience (preferred).
• Proficiency with IVR platforms, WFM, Decisions, Tableau, or Call Routing tools (preferred).
• 4 years of experience with IVR in the financial industry (preferred).