[Remote] Senior Product Manager- Contact Center Transformation & Agentic AI Orchestration- Remote
Note: The job is a remote job and is open to candidates in USA. Ochsner Health is a leading healthcare organization committed to serving and innovating in patient care. They are seeking a Senior Product Manager to lead the product strategy for digital solutions that enhance patient access and experience, focusing on integrating technology and operations in the Contact Center environment.
Responsibilities
- Drives product prioritization and detailed product definition for digital and telemedicine products
- Engages with customers through a variety of channels and serve as the voice of the customer
- Defines and maintains a product roadmap with inputs from all stakeholders
- Provides effective written and verbal updates on the product roadmap to senior leadership
- Interfaces with operations and technology leaders to ensure digital products can scale
- Performs other related duties as assigned
- This roles will play a key part in modernizing and transforming the health system’s Contact Center capabilities, including:
- AI-driven automation & orchestration
- Designing workflows that leverage conversational AI and automation
- Implementing orchestration layers to coordinate systems, bots, and human agents
- Exploring agentic AI capabilities to improve resolution times and patient experience
- Omnichannel patient access
- Phone, chat, SMS, and digital front door experiences
- Seamless transitions between self-service and live agents
- Operational efficiency & experience improvement
- Reducing call volume through self-service and automation
- Improving first-call resolution and patient satisfaction
- Enabling workforce optimization and better agent tooling
Skills
- Bachelor's degree in computer science, engineering, or other related areas
- 4 years of experience working as a product manager or other relevant position
- Significant experience in product lifecycle management and working in agile environment
- Proficiency in using computers, software, and web-based applications and ability to interpret, analyze, and understand complex data sets
- Effective verbal and written communication skills and ability to present information clearly and professionally
- Organizational skills and ability to pay attention to detail and transform vision into reality
- Interpersonal skills and ability to influence stakeholders across multiple organizations without direct reporting lines
- Strong problem-solving skills and ability to use a creative approach
- Time management skills and ability to work under tight deadlines
- Leadership skills and ability to lead change across all levels of the organization
- Background in software development or program management
Company Overview