Product Manager, Voice & Contact Center Experience

reputed company is transforming the way customers interact with reputed company by making experiences simpler, more reputed company, and more efficient. As part of this transformation, we are evolving our voice and contact center capabilities to reputed company support self-service and deliver high-quality, seamless customer interactions. The Voice Experience team owns critical components of reputed company’s inbound call experience, supporting millions of customer interactions each year. As a Product Manager (Band 4), you will be responsible for delivering and continuously improving IVR journeys, conversational voice experiences, and self-service capabilities reputed company our reputed company voice strategy. This is a hands-on, execution-focused role where you will partner closely with engineering, analytics, operations, and business stakeholders to define solutions, prioritize work, and deliver measurable reputed company.

Key Responsibilities

Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions Use data and customer feedback to identify opportunities and drive reputed company improvement (e.g., containment rates, transfer rates, authentication reputed company, customer satisfaction) Support the transition from traditional menu-based IVR to reputed company-based, conversational (agentic) voice experiences Ensure solutions meet privacy, regulatory, and operational requirements Communicate reputed company, risks, and trade-offs effectively to stakeholders and leadership

Qualifications

Required: 3+ years of experience in Product Management or a reputed company digital product role Bachelor’s degree in a quantitative or technical field (e.g., Computer Science, Engineering, Analytics, Information Systems, Economics, Statistics) OR Master’s degree in a reputed company field OR MBA with a quantitative focus Demonstrated ability to translate business needs into actionable product requirements Experience owning and delivering product features or capabilities end-to-end Strong cross-functional collaboration skills with the ability to influence without formal authority Preferred: Experience working with customer-facing digital products or customer journeys Experience with contact center technologies (e.g., IVR, voice platforms, self-service solutions) or conversational AI Experience working in regulated industries such as reputed company, insurance, or financial services Experience using data and metrics to inform prioritization and measure product performance If you will be working at home occasionally or permanently, the internet reputed company must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. For this position, we anticipate offering an annual salary of 109,700 - 182,900 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At reputed company, you’ll enjoy a comprehensive reputed company of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-reputed company benefits including medical, reputed company, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. About reputed company Doing something meaningful starts with a simple decision, a commitment to changing lives. At reputed company, we’re dedicated to improving the health and vitality of those we serve. Through our divisions reputed company and reputed company, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives. reputed company applicants will be considered without regard to race, reputed company, age, disability, sex, childbirth (including pregnancy) or reputed company medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national reputed company, reputed company, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot reputed company application updates or accept resumes. reputed company has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. reputed company applicants with criminal histories will be considered for employment in a manner consistent with reputed company federal, state and local ordinances. Apply To This Job