Senior Product Manager
Transcarent
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $145,000 - $165,000 per year
Job Level
About the role
- Own the strategy and roadmap for Voice AI as a primary entry point for members seeking support for health benefits, care navigation, and common benefit administration tasks, including containment and escalation to human support.
- Own the strategy and roadmap for Voice AI workflows supporting providers calling to confirm eligibility, network participation, and coverage details, with a focus on accuracy, reliability, and operational trust.
- Partner closely with AI Platform, Voice/Telephony, and operational tooling teams to define requirements, surface dependencies, and ensure Voice AI experiences are built on shared, scalable platform capabilities.
- Define and drive seamless handoffs between Voice AI and operational staff including context passing, summarization, and transfer quality, to ensure safe escalation and operational efficiency.
- Own and drive successful outcomes for Voice AI, including containment and deflection rates, resolution quality, transfer effectiveness, and experience reliability, using data and experimentation to inform roadmap decisions.
- Ensure Voice AI experiences operate within defined safety, compliance, and scope boundaries, including appropriate escalation for medical, eligibility, or operational edge cases.
Requirements
- 5+ years of product management experience, with ownership of complex, cross-functional products from strategy through execution.
- Experience working on Voice AI, IVR, conversational AI, or contact center products.
- Familiarity with AI-powered products, including concepts like intent classification, guardrails, human-in-the-loop workflows, or model evaluations.
- Experience owning customer-facing workflows in high-volume or high-stakes environments (e.g., healthcare, benefits, financial services, insurance, or other regulated domains).
- Demonstrated ability to define and drive product strategy across multiple user types with distinct needs and success criteria.
- Strong track record partnering with engineering, design, data, and operations to deliver products that integrate into real-world operational workflows.
- Comfort working in platform-dependent environments, managing tradeoffs between domain-specific needs and shared, reusable capabilities.
- Experience defining and owning outcome-based metrics, using data and experimentation to inform prioritization and roadmap decisions.
- Ability to reason about risk, edge cases, and failure modes, and to design products with clear boundaries and escalation paths.
- Excellent written and verbal communication skills, with the ability to align stakeholders and make clear tradeoffs in ambiguous problem spaces.
Benefits
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
product managementVoice AIIVRconversational AIcontact center productsintent classificationhuman-in-the-loop workflowsmodel evaluationsoutcome-based metricsdata experimentation
Soft Skills
stakeholder alignmentcommunicationrisk assessmentproblem-solvingcross-functional collaborationstrategic thinkingoperational efficiencycontext passingsummarizationtransfer quality