Manager, Product Management – Pulse Network Product Development
Capital One
Associate Director, Product Management – Contact Center Modernization, Healthcare Payer
Brillio
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AWSCloud
About the role
- Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
- Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
- Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
- Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
- Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
- Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
- Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
- Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
- Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
- Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.
Requirements
- 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
- Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
- Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
- Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
- Experience with voice UX, IVR design, and contact center reporting/analytics.
- Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
- Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
- Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Amazon ConnectIVR designtelephony architecturevoice automationcontact center reportingKPI developmentperformance metricscloud communicationsagile methodologiesuser story translation
Soft skills
collaborationinfluencingchange managementtrainingadoption strategiesbusiness acumentechnical acumenleadershipcommunicationbacklog prioritization
