Product Manager – Call Center AI s

• Plan and oversee large-scale user experience product transformation initiatives
• Define, design, develop, implement, and integrate people, processes, and technology for seamless experiences
• Gather business insights and assess product impacts to build data-anchored product strategy
• Develop product vision and roadmap, evolve high-level requirements, and support business case creation
• Prioritize and maintain the product backlog
• Lead initiatives with executive sponsors, business leads, segment leadership, UX Design, Product Owners, and IT
• Apply proven methodologies to solve business problems
• Define product success metrics, KPIs, operational metrics, and total cost of ownership metrics
• Conduct cost/benefit assessments and establish return on investment (ROI)
• Manage risk through regular status reporting and proactive mitigation of execution challenges
• Guide initiatives through steering and formal governance
• Prepare and present cases to executive stakeholders and influence decisions
• Mentor junior team members
• Represent product management and maintain relationships with business stakeholders, service clients, partner organizations, and Blue Cross Association
• Promote product adoption and engagement

• 6+ years related work experience
• Combination of AI, product management, and product owner experience
• Related Bachelor’s degree or additional related equivalent work experience
• Strong understanding of user experience (UX) design principles and priorities
• Experience delivering business projects with technology components, including requirements gathering, design, and testing
• Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas
• Strong business acumen and broad knowledge of health care
• Ability to influence business decisions and directions for initiatives
• Experience building product strategy, including product vision, roadmap, high-level functionality, and business case creation
• Ability to balance user requirements, technology, and business objectives to solve problems
• Ability to translate strategy, proposals, and plans into effective presentations
• Experience establishing product success metrics and KPIs
• Business knowledge of Florida Blue preferred
• Lean/Six Sigma certification or Product Management certification preferred
• Experience applying Customer Experience disciplines preferred
• Demonstrated success leading a matrixed team preferred
• Strong leadership, teamwork, and communication skills preferred
• Ability to travel to multiple locations for meetings, events, and conferences

Demonstrates expertise in product management and user experience design, with a strong ability to develop product vision, strategy, and metrics while leading cross-functional teams in a matrixed environment. Proven track record in influencing business decisions and promoting product adoption within the healthcare sector.

• Product Management
• User Experience Design
• Product Strategy Development
• KPI Establishment
• Lean/Six Sigma Certification

• Product Vision Development
• Roadmap Creation
• Requirements Gathering
• Cost/Benefit Assessment
• Data Analysis
• Risk Management
• Business Case Creation
• Metrics Definition
• Technology Integration
• Project Management

• Leadership
• Teamwork
• Communication
• Influencing
• Mentoring

• Lean/Six Sigma Certification
• Product Management Certification

• Healthcare
• User Experience (UX)
• Business Acumen
• Customer Experience
• Florida Blue