Job SummaryWe are seeking a dynamic and results-oriented
Sr Digital Product
to lead product development of new AI-driven self-service experiences in the voice channel to support Optum Behavioral Health customers. This role will manage the full lifecycle of a specific product or service, from strategy and development to launch and end-of-life. The successful candidate will play a critical role in driving product vision and strategy, leveraging market insights to identify new opportunities, and ensuring optimal product performance to meet customer and market needs. This role involves close collaboration with cross-functional teams and stakeholders to drive innovation, deliver exceptional customer value, and achieve performance goals. Candidates with experience in generative AI, data-driven decision-making, and advanced reporting will be solidly preferred. This role will lead the product development for self-service voice bot solutions that leverage new Generative AI technologies to create best-in-class customer experiences.
Primary ResponsibilitiesProduct Strategy Voice AI Innovation - Define and execute the product vision, roadmap, and long-term strategy for Conversational AI and Voice Bot solutions.
- Identify opportunities to leverage Voice AI, Generative AI, Natural Language Processing (NLP), Speech Recognition, and Speech Analytics technologies to improve customer experiences and operational efficiency.
- Conduct market research and competitive analysis to stay current with advancements in voice automation, conversational AI, and customer engagement technologies.
Voice Bot Product Lifecycle Management - Lead the end-to-end product lifecycle of Voice Bot and Conversational AI products from ideation, business case development, implementation, enhancement, and retirement.
- Gather business requirements and translate them into product features, user stories, and technical specifications.
- Collaborate closely with engineering, UX, operations, data science, and business stakeholders to drive successful product delivery.
Conversational AI Generative AI Integration - Partner with AI/ML teams to design, implement, and optimize voice bot capabilities including intent recognition, dialogue management, speech-to-text, text-to-speech, and generative AI-powered conversations.
- Drive adoption of emerging Generative AI technologies to enhance self-service capabilities, customer engagement, and agent-assist solutions.
- Evaluate and implement AI-driven features that improve containment rates, customer satisfaction, and operational outcomes.
Performance Monitoring Analytics - Define and monitor KPIs such as containment rate, task completion rate, call deflection, customer satisfaction (CSAT), intent accuracy, automation rates, and financial performance.
- Develop dashboards and reporting frameworks to measure product success and identify optimization opportunities.
- Leverage voice analytics, conversational analytics, and customer insights to continuously improve product performance.
Customer Experience Voice Journey Optimization - Act as the voice of the customer by analyzing customer behavior, call drivers, user feedback, and interaction data.
- Design and optimize conversational journeys that deliver seamless customer experiences across voice and digital channels.
- Validate product features through user testing and ongoing feedback loops.
Financial Ownership Business Value - Develop business cases, ROI models, cost-benefit analyses, and investment proposals for voice automation initiatives.
- Partner with business leaders to establish measurable outcomes and value realization plans.
Stakeholder Management - Build strong relationships with stakeholders across business, operations, technology, customer service, and external partners.
- Present product strategy, roadmap updates, performance metrics, risks, and opportunities to leadership teams.
- Act as a Voice AI product champion and advocate across the organization.
Required Qualifications - 4+ years of Product Management experience with ownership of AI, Conversational AI, Voice Bot, Chatbot, Contact Center, or Customer Experience products.
- Hands-on experience delivering Voice Bot or Conversational AI solutions in enterprise environments.
- Strong understanding of Voice AI technologies, including:
- Automatic Speech Recognition (ASR)
- Natural Language Understanding (NLU)
- Natural Language Processing (NLP)
- Text-to-Speech (TTS)
- Speech Analytics
- Large Language Models (LLMs) and Generative AI
- Experience defining voice bot conversational flows, intent architecture, dialogue management, and customer journeys.
- Experience building business cases, ROI assessments, and value realization frameworks.
