Associate Product Manager, Humanitarian Services Contact Center and Operations Platforms

American Red Cross • Statewide, DC

3d • Remote

About The Position

The Humanitarian Services Product Management team at the American Red Cross aims to create human-centered digital experiences for clients and the workforce, ensuring digital products effectively support mission delivery. Their products assist in delivering financial aid to disaster victims, visualizing disaster response logistics, and onboarding volunteers. This specific role focuses on a portfolio of 24x7 contact center platforms that support Disaster Relief, SAF Hero Care, and Fundraising operations. These platforms, built on AWS Amazon Connect and modern IVR technologies, are crucial for providing clients, donors, military families, volunteers, and responders with access to information and support, especially during crises. The product portfolio integrates with various business systems, emphasizing compassionate client experiences, operational efficiency, workforce productivity, and service excellence. The team is actively working on advancements in automation, AI, intelligent routing, agent assist, and digital self-service to enhance both client outcomes and operational performance. The Associate Product Manager will be responsible for the Contact Center platform, which includes the technology and experience layer for workforce productivity, real-time operational insights, and AI-enabled service delivery across the contact center and chapter network. This role is at the intersection of agent experience, customer/client experience, and AI innovation, ensuring all interaction paths are efficient, intelligent, and easy to navigate. The ideal candidate should be comfortable with IVR call-flow logic and phone routing architecture, as well as defining roadmaps for AI-assisted coaching, sentiment analysis, and generative summarization. This is a highly cross-functional role requiring close collaboration with contact center operations, chapter/field offices, engineering, data science, and telephony vendors. Depending on business needs, this position may also be assigned to assist with other products within the BSI portfolio.

Requirements

• Bachelor’s Degree
• 7 years of experience required
• 0 years of supervisory experience required.
• Experience working with diverse communities of end users and business stakeholders
• Experience with product design and development processes, and business process redesign
• Experience with Agile development frameworks
• Experience with design thinking methods
• Proficient use of Microsoft applications (i.e., Outlook, Project, Visio, Excel, PowerPoint), Jira, and design tools including Mural and Lucidchart
• 4+ years of product management experience, with at least 2 years in contact center, customer experience, or telephony/IVR-related products.
• Demonstrated experience working with contact center platforms (e.g., Salesforce Service Cloud Voice, Genesys, NICE, Five9, Amazon Connect, or similar).
• Experience with AI/ML-enabled product features such as sentiment analysis, speech analytics, summarization, or conversational AI/chatbots.
• Strong understanding of IVR design principles and call routing/forwarding architecture.
• Proven ability to translate ambiguous operational problems (e.g., "clients are looping through chapter numbers") into structured, prioritized product requirements.
• Excellent cross-functional collaboration skills, with experience working across distributed or field-based organizational structures (e.g., regional offices, chapters, franchises).
• Strong analytical skills and comfort defining and tracking operational KPIs.
• Experience with AWS Connect and/or Service Cloud Voice specifically, or other contact center tooling.
• Experience leading a legacy system retirement or migration (e.g., decommissioning a phone line or platform) with minimal service disruption.
• Ability to coordinate tasks and deadlines across concurrent projects
• Skilled in relationship building and management with business and technical teams
• Independent and self-motivated with excellent communication skills
• Excellent interpersonal and communication skills
• Experience working with internal customers, management, and outside vendors
• Experience managing expectations and emerging issues
• Experience consolidating technical and business information for leadership presentations and reporting
• Qualified candidates must be authorized to work in the United States. The American Red Cross does not sponsor employment visas.

Nice To Haves

• Ability to lead product strategy for AI-enabled features across the platform, including: Tone and sentiment analysis to surface interaction quality and customer/client emotional signals in real time. AI-assisted coaching tools that help supervisors and agents improve performance. Automated summarization of calls and chats to reduce after-call work and improve handoff quality. Multiple chatbot initiatives across service channels, including scoping use cases, measuring containment/deflection, and managing bot-to-human handoff quality.
• Experience evaluating, prioritizing, and integrating emerging AI capabilities (including those built on Service Cloud Voice) into the broader roadmap, balancing innovation with reliability and agent trust.

Responsibilities

• Converts business strategy into system design and functionality; ensures alignment between technical and business units on the strategy and solution proposals to achieve business strategy and requirements
• Facilitate discovery and the collection of business requirements from engaged stakeholders, applying varied design thinking and business analysis methods
• Analyzes business and user needs and identifies potential opportunities, challenges, and risks during product design
• Analyze and use trusted data to make evidence-based decisions and enable continuous improvement and measurable outcomes
• Ideate with service designers and technical team on product design and solutions, applying human-centered design and product design standards
• Facilitate cross-functional business review and alignment of product requirements, collaborating with business programs and operations, finance, legal, security, user support, and other stakeholders
• Create and organize Agile-oriented user stories into epics, phases, and functions in partnership with design, technical and business leads
• Provides and supports clear communication between product, technical, and business/program partners
• Serves as a product advisor and guide to new business stakeholders, providing training and demos as needed
• Coordinates with the Product Manager, Scrum Master and technical team to manage current and backlogged user stories
• Identify and resolve issues, influence stakeholders and manage relationships effectively
• Ensures business units are prepared for, and engaged in, User Acceptance Testing.
• Supports the development and execution of QA and UAT test cases by QA and UAT testers, providing feedback on expected product design and functionality.
• Monitors performance metrics and reviews system modification/change requests to ensure recommendations meet business units’ technology needs.
• Writes product communications and training for end users, including knowledge base articles and release notes
• Continuously learn and grow individual capabilities to keep pace with team, organizational, and industry growth and change
• Own the end-to-end client journey through the IVR and routing system, with particular attention to the common failure pattern where clients try to reach a human "by any path necessary” identifying where this happens, why, and what it signals about IVR design gaps.
• Redesign and simplify IVR paths to reduce unnecessary transfers, looping, and agent-hunting behavior, improving both client experience and interaction quality/productivity metrics.
• Partner with telephony and operations teams to manage chapter/field office phone number configuration and call forwarding rules, eliminating unintended routing loops caused by misconfigured or conflicting forwarding chains.
• Lead the transition plan for retiring the public inquiry phone line, ensuring the change does not create new unintended loops back into chapter/field office lines, and that alternate paths are clearly available to clients.
• Act as the primary product point of contact for contact center operations, chapter/field office stakeholders, and technology partners.
• Translate operational pain points and field feedback into clear product requirements, prioritized against business impact.
• Define and track success metrics (e.g., average handle time, first-contact resolution, IVR containment rate, transfer/loop rate, sentiment trends, agent adoption of AI tools) and report on progress to leadership.
• Manage vendor relationships related to telephony, IVR, and AI tooling (e.g., Service Cloud Voice and related AI add-ons).

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level