Product Owner Product Manager

Role: Product Owner/Product Manager

Location: Atlanta GA (Hybrid from Day 1)

Duration: 12 Months

Job Description:

Product Owner / Product Manager Conversational AI (Voice) for Healthcare Payer Call Center Virtual Assistants

Role Summary

We are seeking a Product Owner / Product Manager to lead strategy and delivery of voice-based Conversational AI for call center virtual assistants in a healthcare payer environment.

You will own the roadmap and execution for an AI-driven voice experience that improves containment reduces handle time increases first-call resolution and elevates member/provider satisfaction while meeting regulatory and privacy requirements (HIPAA/PHI).

This role requires hands-on product fluency in LLMs speech-to-text (ASR/STT) text-to-speech (TTS) and increasingly speech-to-speech and real-time voice agent architectures. Key

Responsibilities

Product Strategy & Roadmap

Own product vision and roadmap for a voice virtual assistant supporting payer call center intents (benefits claims status eligibility prior auth status ID card pharmacy benefits find care/provider).

Prioritize initiatives across containment/deflection intelligent routing authentication and agent handoff with context transfer.

Build business cases using contact center KPIs and measurable ROI.

LLM & AI Product Leadership

Define where and how to use LLMs safely and effectively (e.g. intent understanding entity extraction summarization guided dialog knowledge Q&A via RAG).

Drive implementation choices and guardrails: RAG vs fine-tuning vs prompt-only approaches Tool/function calling patterns to complete transactions (claims lookups benefit checks) Grounding citation/traceability patterns (where required) and hallucination mitigation

Establish evaluation methods for LLM features (offline test sets online monitoring) including quality safety and latency targets.

Speech/Voice Technology Ownership (STT TTS Speech-to-Speech)

Partner with engineering/ML to define and optimize the voice stack: STT/ASR accuracy targets (WER) domain vocabulary tuning (payer terminology drug names provider names) noise handling barge-in behavior TTS voice quality prosody pronunciation dictionaries multilingual considerations (if applicable)

Speech-to-speech / real-time voice agents: latency budgets streaming audio turn-taking interruption handling and naturalness

Own requirements for low-latency voice interactions and establish SLAs (e.g. time-to-first-response end-to-end turn latency).

Discovery Requirements & Delivery

Translate payer workflows into conversational capabilities with clear user stories and acceptance criteria.

Lead cross-functional delivery with engineering data science conversational design QA analytics security and vendor partners.

Drive integration with contact center platforms (e.g. Genesys Amazon Connect) and core payer systems (CRM claims eligibility provider data prior auth).

Compliance Privacy & Risk

Ensure HIPAA/PHI-compliant design: data minimization secure handling retention policies audit logs redaction and access controls.

Define escalation and safe-completion patterns for sensitive scenarios (grievances/appeals clinical-like questions potential vulnerability).

Partner with Compliance/Legal on user disclosures consent and governance for generative experiences.

Measurement & Continuous Improvement

Own KPIs and monitoring: Containment/deflection AHT impact transfer rate/quality task completion CSAT STT: WER no-match rates latency NLU/LLM: intent accuracy entity accuracy grounded answer rate safety flags fallback rate

Establish an ongoing tuning program: utterance expansion prompt/knowledge updates pronunciation and language model updates regression testing.

Required Qualifications

5 years in Product Management/Product Ownership with 2 years in Conversational AI / voice bots / IVR modernization.

Strong healthcare payer experience (member/provider services; benefits claims eligibility authorizations).

Demonstrated product experience with: LLMs

Business Analysis

Agile