Associate Product Manager, Humanitarian Services Contact Center and Operations Platforms

American Red Cross•Statewide, DC, DC

12d•$90,000 - $110,000•Remote

About The Position

The Associate Product Manager will own and evolve the Humanitarian Services Contact Center platform, which supports workforce productivity, real-time operational insight, and AI-enabled service delivery across contact center and chapter operations. The portfolio includes 24x7 platforms serving Disaster Relief, SAF Hero Care, and Fundraising operations. Built on AWS Amazon Connect and modern IVR technologies, these systems help clients, donors, military families, volunteers, and responders access information and support, particularly during crises and large-scale disasters. The products integrate with numerous business systems and aim to provide compassionate, high-quality client experiences while improving operational efficiency, workforce productivity, and service excellence. The role spans agent and client experience, IVR and telephony architecture, and AI innovation. The product manager partners closely with contact center operations, chapter and field offices, engineering, data science, and telephony vendors. The team is advancing automation, AI, intelligent routing, agent assist, and digital self-service capabilities. The position may also support other portfolio products as business needs and priorities shift. This is a 100% remote position from anywhere in the United States, with a preference for an East Coast schedule and core working hours of 9:00 a.m.–5:00 p.m. Eastern. Periodic travel for meetings and conferences throughout the Red Cross system, or deployment in support of an active operation, is required (approximately 5%). Staff may be asked to be on 24-hour call during a major disaster. The role is an individual-contributor position requiring comprehensive technical knowledge and the ability to execute highly complex or specialized projects. Candidates must be authorized to work in the United States; employment visa sponsorship is not provided.

Requirements

Bachelor’s degree, or an equivalent combination of education and general experience that satisfies the stated minimum combined requirements.
Seven years of experience required; the posting also specifies 4+ years of product management experience, including at least 2 years in contact center, customer experience, or telephony/IVR-related products.
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 and design thinking methods.
Proficiency with Microsoft applications such as Outlook, Project, Visio, Excel, and PowerPoint; Jira; and design tools including Mural and Lucidchart.
Demonstrated experience with contact center platforms such as 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 and forwarding architecture.
Ability to turn ambiguous operational problems into structured, prioritized product requirements.
Strong cross-functional collaboration skills and experience working across distributed or field-based organizational structures.
Strong analytical skills and comfort defining and tracking operational KPIs.
Ability to coordinate tasks and deadlines across concurrent projects.
Relationship-building and management skills with business and technical teams; ability to work independently and communicate effectively.
Experience working with internal customers, management, and outside vendors, and managing expectations and emerging issues.
Experience consolidating technical and business information for leadership presentations and reporting.
Authorization to work in the United States; the employer does not sponsor employment visas.

Nice To Haves

Experience with AWS Connect, Service Cloud Voice, or other contact center tooling.
Experience leading a legacy-system retirement or migration, such as decommissioning a phone line or platform, with minimal service disruption.
Ability to lead strategy for AI-enabled features, including real-time tone and sentiment analysis, AI-assisted coaching, automated call and chat summaries, and chatbot initiatives.
Experience scoping chatbot use cases, measuring containment or deflection, and managing bot-to-human handoff quality.
Experience evaluating and integrating emerging AI capabilities, including those built on Service Cloud Voice, into a broader product roadmap.
Experience redesigning IVR paths to reduce transfers, looping, and agent-hunting behavior.
Experience managing phone-number configuration and call-forwarding rules across chapter or field offices.
Experience planning retirement of a public inquiry phone line while maintaining clear alternate client contact paths.
Experience managing telephony, IVR, and AI-tool vendors.

Responsibilities

Translate business strategy into system design and functionality, aligning technical and business teams on solutions and requirements.
Facilitate stakeholder discovery and business requirements collection using design thinking and business analysis methods.
Analyze business and user needs to identify opportunities, challenges, and risks during product design.
Use trusted data to make evidence-based decisions, support continuous improvement, and measure outcomes.
Collaborate with service designers and technical teams on human-centered product designs and solutions.
Facilitate cross-functional review and alignment of product requirements with programs, operations, finance, legal, security, user support, and other stakeholders.
Create and organize Agile user stories into epics, phases, and functions with design, technical, and business leads.
Communicate clearly among product, technical, and business or program partners.
Advise and guide new business stakeholders, providing training and demonstrations as needed.
Coordinate 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.
Prepare business units for User Acceptance Testing and support QA and UAT test-case development and execution by providing feedback on expected product design and functionality.
Monitor performance metrics and review system modification and change requests to ensure recommendations meet business technology needs.
Write product communications and end-user training materials, including knowledge base articles and release notes.
Continue developing capabilities to keep pace with team, organizational, and industry changes.
Lead product strategy for AI-enabled platform features such as sentiment analysis, AI-assisted coaching, call and chat summarization, and chatbots; evaluate and integrate emerging capabilities while balancing innovation, reliability, and agent trust.
Own the client journey through IVR and routing, identify design gaps and routing-loop causes, and simplify paths to reduce unnecessary transfers and improve experience and productivity metrics.
Partner with telephony and operations teams on chapter and field-office phone-number configuration and call-forwarding rules to prevent unintended routing loops.
Lead the transition plan for retiring the public inquiry phone line, ensuring alternate client paths are available and the change does not create unintended routing loops.
Serve as the primary product contact for contact center operations, chapter and field-office stakeholders, and technology partners.
Translate operational pain points and field feedback into clear product requirements prioritized by business impact.
Define and track success measures, such as average handle time, first-contact resolution, IVR containment, transfer and loop rates, sentiment trends, and agent adoption of AI tools; report progress to leadership.
Manage vendor relationships for telephony, IVR, and AI tools, including Service Cloud Voice and related AI add-ons.