Senior Product Manager, Customer Experience

What you'll do:

• Own and drive the product roadmap for our suite of member experience products, manage backlog and prioritize appropriately
• Define the strategy for integrating LLMs and Generative AI into the member portal to automate complex healthcare navigation.
• Partner with Insights & Data Science to define and monitor AI performance metrics (e.g., intent recognition accuracy, deflection rates, etc.)
• Partner with Operations & Engineering to create "human-in-the-loop" experiences that ensure AI-driven health benefits advice remains trustworthy and compliant
• Bridge the gap between digital self-service and human-led clinical service by optimizing the CCaaS (Contact Center as a Service) hand-off, ensuring a seamless transition from virtual agents to live member advocates.
• Partner with sales, client success, customer experience and clinical service teams to deeply understand individualized customer needs, and deliver the best technology-driver solution to meet those needs
• Communicate progress to stakeholders, functional owners, and internal team members

To be successful in this role, you'll need:

• 10+ years of professional experience, with 5-8 years specifically in Product Management. Focus in healthcare technology highly preferred.
• Bachelor’s degree in a technical discipline or equivalent experience
• Excellent problem solving and communication skills
• Familiarity with AI development lifecycles, specifically in a regulated environment regarding NLP (Natural Language Processing) and CCaaS integration.
• Fervent passion to solve healthcare challenges to improve the lives of others
• Adaptability to thrive in highly complex and changing environments
• Familiarity with enterprise software and mobile development
• Familiarity with operating in regulated industries (HIPAA, FINRA, CCPA, etc.)
• Excellent organizational skills with the ability to keep track of multiple projects simultaneously
• Experience in consumer software and/or healthcare is a plus but not required

Pay Transparency Statement 

This is a hybrid position based out of one of our offices: San Francisco, CA, Plano, TX, or Lehi, UT. Hybrid employees are expected to be in the office two days per week.#LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for 200,000 stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.#LI-LN1