Product Manager – Contact Center, Talkdesk

Alignment Health

Telecom Product Manager owning Talkdesk’s roadmap, integrations, governance, and optimization. Improving contact-center efficiency and member/provider experience for a senior-care health insurer.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $98,550 - $147,825 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the end-to-end product lifecycle for Telecom solutions, with a strong focus on contact-center operations, business process optimization, and stakeholder engagement. Proficient in utilizing data-analysis tools to drive performance improvements and ensure compliance with regulatory standards.

Highest-signal resume keywords

Product ManagementContact Center OperationsBusiness Process OptimizationData AnalysisStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Requirements GatheringRoadmap DevelopmentPlatform DesignChange ManagementTelephony WorkflowsCall Routing FundamentalsSaaS Platform OwnershipHealthcare Regulatory KnowledgeAgile MethodologyImplementation Management

Soft Skills

Cross-Functional CollaborationCommunication SkillsProblem-SolvingAdaptabilityLeadership

Tools & Technologies

TalkdeskPower BITableauAI/QA ModulesWFM/WFO ToolsCRM Integrations

Industry Keywords

Healthcare OperationsMedicare AdvantageRegulated Industry ExperienceCMS RequirementsService-Level Standards

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the end-to-end Telecom product lifecycle, including roadmap development, requirements gathering, enhancement prioritization, and execution
Assess contact-center performance and user feedback to identify workflow, routing, capability, and usability improvements
Partner with operations leaders, frontline agents, and cross-functional teams to translate business challenges into platform features and scalable solutions
Partner with Business Optimization on initiatives using AI, automation, and contact-center capabilities to improve efficiency and member/provider experience
Serve as product liaison and subject matter expert between business teams, IT, vendors, and implementation partners
Drive platform design, delivery, testing, training, adoption, change management, release management, communications, and post-implementation tracking
Create and maintain architectural documentation, diagrams, design decisions, and technical standards
Develop and maintain dashboards for contact-center performance, platform usage, KPIs, and product-enhancement impact
Ensure platform configuration, integrations, and workflows align with regulatory requirements and internal policies
Evaluate and recommend emerging technologies, tools, and frameworks
May oversee contractors

Requirements

What you’ll need

3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations
Direct experience working with contact-center platforms, especially Talkdesk
Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end
Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field; 4+ years of direct relevant experience may replace the degree requirement
Strong understanding of contact-center operations, telephony workflows, and call-routing fundamentals
Ability to translate business needs into product requirements, process improvements, and system capabilities
Proficiency with data-analysis and business-intelligence tools such as Power BI or Tableau
Strong stakeholder management and change-management skills
Experience leading cross-functional initiatives and driving adoption of new tools or capabilities
Preferred: health plan, healthcare operations, Medicare Advantage, or regulated-industry experience
Preferred: SaaS platform product-lifecycle ownership
Preferred: Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations
Preferred: knowledge of healthcare regulatory requirements impacting call centers, including CMS requirements, CTM, and service-level standards
Preferred: Agile or product-centric organization experience
May oversee contractors; otherwise an individual-contributor role

Benefits

Comp & perks

Ample room for growth and innovation
Equal Opportunity/Affirmative Action employment practices