Product Manager-Voice, Patient Experience

About the position

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Patient Experience sub-division is seeking an experienced Product Manager with deep telecom expertise to help the development and advancement of our conversational voice channel solutions. This role is perfect for someone who understands the complexities of inbound voice management and is passionate about modernizing the voice channel through intelligent automation, conversational AI, and innovative product strategies focused on delivering exceptional software-driven experiences.

Responsibilities

• Define the product vision and strategy for conversational voice experiences, aligning with broader organizational goals and telecom industry standards.
• Prioritize the product roadmap based on business impact, technical feasibility, and user needs – gathering inputs from cross-functional teams including engineering, design, marketing, and product operations.
• Translate problems into product requirements by deeply understanding user journeys, operational workflows, and constraints in voice-based interactions.
• Set clear goals and success metrics for features and releases, using data to inform decisions and iterate quickly.
• Partner closely with AI/ML teams to build voice experiences that are natural, efficient, and resolve users’ needs with minimal friction.
• Collaborate with customers and sales teams to understand market needs and share solutions that deliver measurable outcomes.
• Analyze performance data and customer feedback to optimize call flows, reduce operational costs, and improve the overall caller experience.
• Evangelize the product vision internally and externally, building alignment and enthusiasm across teams and stakeholders.

Requirements

• 5+ years of product management experience, with a focus on telecom, call center platforms, or voice technologies.
• Bachelor’s degree or equivalent combination of education, training, and experience is required.
• Deep understanding of voice channels and telephony systems.
• Experience working with products like Twilio is a plus.
• Proven ability to translate complex technical requirements into user-friendly, scalable solutions.
• Comfortable navigating ambiguity, setting clear goals, and collaborating cross-functionally.
• Experience with conversational AI, speech recognition, or voice bots is a strong plus.
• Proven experience actively building one or more products, with a strong understanding of when and how to apply evaluation metrics – especially in AI and NLP contexts.
• Demonstrated success at driving results in a fast-paced environment and managing simultaneously competing priorities.
• Excellent verbal and written communication skills.

Benefits

• Health and financial benefits.
• Commuter support.
• Employee assistance programs.
• Tuition assistance.
• Employee resource groups.
• Collaborative workspaces.
• Flexibility in work-life balance.
• Sponsorship of events throughout the year, including book clubs, external speakers, and hackathons.