Senior Product Manager

About

Join Our Supportive Team!

We are looking for a Senior Product Manager specializing in IVR, Digital IVA, and Conversational AI to lead the transformation of our conversational automation framework. This position will focus on enhancing voice (IVR) and digital experiences (web and mobile), aiming to create intelligent, scalable, and AI-powered conversational interfaces that elevate customer satisfaction while optimizing efficiency.

As an expert in IVR platforms and digital Intelligent Virtual Assistants, you will own significant product initiatives, shape strategies, guide execution, and collaborate across teams to achieve measurable improvements in customer experience and operational performance.

Key Responsibilities

• Oversee essential components of the conversational AI roadmap across IVR and digital platforms, such as:
  • Developing Dialogflow CX virtual assistants (for both voice and chat)
  • Building digital IVAs for web and mobile
  • Creating routing logic, orchestration, and backend system integrations
  • Enhancing NLU/NLP models and generative AI features
  • Designing omnichannel conversational experiences with personalized intent handling and seamless transitions between IVR, chat, and live agents
  • Implementing automation strategies to boost self-service uptake, reduce customer effort, and enhance overall customer experience
  • Translating intricate technical and AI concepts into actionable product requirements for engineering, UX, and analytics teams

Strategic Development

• Lead data-driven efforts to identify customer pain points and automation opportunities across all channels.
• Collaborate with CX, digital, and contact center teams to establish tailored conversational strategies.
• Develop compelling business cases for new capabilities, highlighting impact on deflection, cost savings, and customer experience.
• Create comprehensive PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for IVR and digital IVA implementations.

Collaboration & Leadership

• Act as the primary product authority collaborating with:
  • Engineering
  • Contact center operations
  • Digital product teams
  • Analytics and data science
  • CX and UX design
• Drive cohesive omnichannel conversational strategies ensuring consistent intent models and reusable components.
• Manage dependencies across IVR, digital platforms, CRM, and contact center systems to ensure timely and quality delivery of projects.

Execution Excellence

• Lead agile product teams through backlog management, sprint planning, user acceptance testing (UAT), and rollout for IVR and digital capabilities.
• Establish and monitor KPIs, including:
  • IVR call deflection rates
  • Digital IVA session completion metrics
  • Authentication success rates
  • NLU performance and intent resolution
  • Customer satisfaction, net promoter scores, and user metrics
• Leverage data insights and testing to refine performance and user interactions continually.
• Proactively identify and address risks that could impact project timelines or customer outcomes.

Technical Expertise

• Provide advanced knowledge in:
  • IVR design and call flow management
  • Digital IVA architectures
  • Telephony and API integrations
  • Identifying best practices and patterns for scalable conversational AI solutions
  • Working with engineering to align projects with our strategic vision
  • Promoting the use of large language model capabilities in voice and digital contexts

Your Impact Matters!

Required Qualifications

• 6+ years of product management experience, with at least 3 years in IVR, digital IVA, or conversational AI.
• Hands-on experience with platforms like Google CCAI / Dialogflow CX.
• Comprehensive understanding of IVR architecture, routing, and NLU/NLP optimization.
• Experience working with cloud services (e.g., Genesys, Amazon Connect).
• Strong interpersonal skills with a proven track record of influencing and presenting to senior leadership.
• Success in driving key performance metrics and achieving impactful results.

Preferred Qualifications

• Bachelor's Degree
• Experience in healthcare or insurance sectors
• Familiarity with transitioning traditional IVR systems to modern cloud solutions
• Expertise in creating cohesive omnichannel experiences.

This position is perfect for a hands-on, technically adept product leader who will champion our conversational AI initiatives by developing strategies, driving outcomes, and executing transformative IVR and digital IVA experiences that significantly improve customer engagement and business performance.

Work-At-Home Policy

This position allows for remote work; however, applicants must ensure their internet meets minimum speed standards. Bi-weekly internet expense compensation applies to employees in specific states.

Compensation

Salary ranges from $126,300 to $173,700 per year, commensurate with experience and qualifications. This position is eligible for a performance-based bonus.

Benefits Overview

Humana offers competitive benefits including medical, dental, and vision coverage, a 401(k) plan, generous paid time off, short and long-term disability coverage, and more.

About Humana

Humana Inc. is a leader in the U.S. healthcare sector dedicated to improving the lives of millions through our comprehensive care services. Learn more about us at Humana.com.

Equal Opportunity Employment

Humana is committed to creating an inclusive workplace free from discrimination. We value diversity and take affirmative action to ensure equal employment opportunities for all qualified individuals.