Product Manager - Member Service & Chat Data Products

Job Summary

This role requires demonstrated experience leveraging member service, contact center, conversational AI, chat, voice, and digital interaction data across omnichannel engagement platforms to improve member experience, optimize service operations, and enable actionable insights for business and operational teams.

The ideal candidate will possess strong data product management expertise, including the ability to define and deliver trusted, reusable data assets spanning customer interactions, communication preferences, service outcomes, and engagement behaviors, while ensuring data quality, governance, and regulatory compliance.

A core component of this role also includes the ability to identify and sequence innovative data products, develop strategic roadmaps aligned to member experience and operational objectives, and evaluate data quality, accuracy, accessibility, and availability requirements to maximize business value and enterprise adoption.

• Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value.
• Clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities.
• Represent the product in all governance meetings.
• Clearly sets and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels.
• Serve as accountable owner for the sets of products/tools within the designated portfolio.
• Identify and drives both cross-product and cross-customer value and shared learnings.
• Own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog.
• Other duties as assigned.

• Required Bachelor's Degree in science, technology, mathematics or related field OR relevant experience and/or education as determined by the company in lieu of bachelor’s degree
• Preferred None

• Required 3 years of Product experience To Include: 3 years with the Software Lifecycle 1 year of Advanced domain experience
• Preferred 1 year with the Agile process

• Required None
• Preferred None

• Business Acumen for P&Ls
• Communication
• Conflict Management
• Language (Other than English):
  None

0% - 25%

Position Type Office-based Teaches / trains others regularly Frequently Travel regularly from the office to various work sites or from site-to-site Occasionally Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Lifting: 10 to 25 pounds Rarely Lifting: 25 to 50 pounds Never

Disclaimer:
The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement:
This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures…