Associate Director, Product Management Contact Center Modernization (Healthcare Payer)
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Job Location:
Saint Louis, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a seasoned Product Manager to lead the strategic migration of our legacy contact center platforms (e.g. Avaya) to Amazon Connect with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable cloud-native and intelligent contact center solutions that enhance member and provider engagement improve operational efficiency and ensure compliance with healthcare industry standards.
The ideal candidate will have a strong background in healthcare payer environments deep experience with contact center technologies and a proven ability to drive digital transformation initiatives in regulated industries.
Key Responsibilities:
- Lead the end-to-end migration of legacy contact center systems (e.g. Avaya Cisco) to Amazon Connect from discovery and planning through execution and rollout.
- Define and execute the product strategy and roadmap for contact center modernization aligning with enterprise goals user needs and compliance requirements.
- Collaborate with IT telephony/voice infrastructure teams business operations clinical teams and customer service leadership to define functional and technical requirements.
- Serve as the primary voice of the customer (members providers internal users) in developing contact center features IVR flows routing logic and integration with downstream systems (e.g. CRMs case management tools claims systems).
- Evaluate and optimize customer journeys across voice and digital channels (chat SMS email) ensuring seamless and empathetic support experiences.
- Leverage AWS ecosystem tools (e.g. Lex Lambda Connect Flows Contact Lens) to enable smart routing automation sentiment analysis and real-time analytics.
- Develop and track key KPIs and performance metrics (e.g. average handle time NPS first call resolution abandonment rates) to ensure quality and efficiency.
- Own vendor relationships contracting and governance for telephony transcription workforce management and analytics tools.
- Champion agile methodologies backlog prioritization and sprint execution across cross-functional teams.
- Drive change management training and adoption strategies across operational teams to ensure successful platform transition.
Requirements:
- 7 years of product management experience with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
- Strong understanding of healthcare call center operations including member services provider support care management and utilization review.
- Proven experience with Amazon Connect migration projects including integration with AWS services telephony architecture and IVR design.
- Solid knowledge of HIPAA PHI handling and security best practices in cloud communications.
- Experience with voice UX IVR design and contact center reporting/analytics.
- Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
- Demonstrated success influencing cross-functional teams executive stakeholders and vendor partners.
- Expertise in agile frameworks especially SAFe or Scrum and tools like JIRA Confluence and Productboard.
Preferred Experience:
- Direct experience with Amazon Connect Avaya Genesys or Cisco telephony platforms and their migration to cloud-based environments.
- Knowledge of CRM platforms (e.g. Salesforce ServiceNow) and their integration into contact center ecosystems.
- Experience designing omnichannel strategies across voice chat and digital self-service.
- Familiarity with workforce management tools and quality assurance processes for contact centers.
- Experience managing cross-market rollouts in multi-state health plans or Blue Cross organizations.
Education:
- Bachelors degree in Computer Science Information Systems Healthcare Administration or related field required.
- Masters degree or certifications in Product Management Cloud Technologies (especially AWS) or Healthcare IT preferred.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Director
Key Skills
- Portfolio Management
- Wealth Management
- Financial Services
- Hybris
- Microsoft Word
- Banking
- Cash Management
- Data Management
- Microsoft Powerpoint
- Securities Law
- Microsoft Excel
- Internet Of Things
About Company
Brillio is a global leader in Enterprise Digital Transformation Solutions, providing strategic consulting services and solutions using emerging technologies.
