Lead Product Manager – IVR, Digital IVA, Conversational AI
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Job Description
Lead Product Manager driving the evolution of IVR, digital IVA & conversational AI at Humana. Oversee product strategy, execution and cross-functional collaboration for optimized customer experiences.
Responsibilities:
- Drive the evolution of our omnichannel conversational automation ecosystem, spanning voice (IVR) and digital channels (web and mobile)
- Deliver intelligent, scalable, and generative AI powered conversational experiences
- Own critical product workstreams, define strategy, guide execution
- Serve as a thought leader for conversational AI across voice and digital
- Define and deliver agentic automation use cases
- Translate complex technical and AI concepts into clear, actionable product requirements
- Lead customer‑and data‑driven discovery across voice and digital channels
- Drive alignment on omnichannel conversational strategy
- Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning
Requirements:
- 6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
- Hands‑on experience with modern conversational AI platforms (Google CCAI / Dialogflow CX strongly preferred)
- Strong understanding of: IVR routing and call flows
- Digital chat and messaging experiences
- NLU/NLP concepts and model optimization
- Telephony and system integrations
- Proven success delivering AI‑driven or agentic conversational experiences across voice and/or digital channels
- Experience executing roadmaps using agile methodologies and human‑centered design
- Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership
- Demonstrated success driving measurable outcomes through KPIs or OKRs.
Benefits:
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
- many other opportunities
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