[Remote] Product Owner/Product Manager

Note: The job is a remote job and is open to candidates in USA. Dice is seeking a Product Owner/Product Manager to lead the strategy and delivery of voice-based Conversational AI for call center virtual assistants in a healthcare payer environment. The role involves owning the roadmap for an AI-driven voice experience that enhances member and provider satisfaction while adhering to regulatory requirements.

Responsibilities

• Own product vision and roadmap for a voice virtual assistant supporting payer call center intents (benefits, claims status, eligibility, prior auth status, ID card, pharmacy benefits, find care/provider)
• Prioritize initiatives across containment/deflection, intelligent routing, authentication, and agent handoff with context transfer
• Build business cases using contact center KPIs and measurable ROI
• Define where and how to use LLMs safely and effectively (e.g., intent understanding, entity extraction, summarization, guided dialog, knowledge Q&A via RAG)
• Drive implementation choices and guardrails: RAG vs fine-tuning vs prompt-only approaches Tool/function calling patterns to complete transactions (claims lookups, benefit checks) Grounding, citation/traceability patterns (where required), and hallucination mitigation
• Establish evaluation methods for LLM features (offline test sets + online monitoring), including quality, safety, and latency targets
• Partner with engineering/ML to define and optimize the voice stack: STT/ASR accuracy targets (WER), domain vocabulary tuning (payer terminology, drug names, provider names), noise handling, barge-in behavior TTS voice quality, prosody, pronunciation dictionaries, multilingual considerations (if applicable)
• Speech-to-speech / real-time voice agents: latency budgets, streaming audio, turn-taking, interruption handling, and naturalness
• Own requirements for low-latency voice interactions and establish SLAs (e.g., time-to-first-response, end-to-end turn latency)
• Translate payer workflows into conversational capabilities with clear user stories, and acceptance criteria
• Lead cross-functional delivery with engineering, data science, conversational design, QA, analytics, security, and vendor partners
• Drive integration with contact center platforms (e.g., Genesys, Amazon Connect) and core payer systems (CRM, claims, eligibility, provider data, prior auth)
• Ensure HIPAA/PHI-compliant design: data minimization, secure handling, retention policies, audit logs, redaction, and access controls
• Define escalation and safe-completion patterns for sensitive scenarios (grievances/appeals, clinical-like questions, potential vulnerability)
• Partner with Compliance/Legal on user disclosures, consent, and governance for generative experiences
• Own KPIs and monitoring: Containment/deflection, AHT impact, transfer rate/quality, task completion, CSAT STT: WER, no-match rates, latency NLU/LLM: intent accuracy, entity accuracy, grounded answer rate, safety flags, fallback rate
• Establish an ongoing tuning program: utterance expansion, prompt/knowledge updates, pronunciation and language model updates, regression testing

Skills

• 5+ years in Product Management/Product Ownership, with 2+ years in Conversational AI / voice bots / IVR modernization
• Strong healthcare payer experience (member/provider services; benefits, claims, eligibility, authorizations)
• Demonstrated product experience with: LLMs
• Business Analysis
• Agile

Company Overview

Company H1B Sponsorship