Communications Agent, AI Product Owner

Wellabe • Des Moines, IA

5d • Hybrid

About The Position

Wellabe is looking for a Communications Agent, AI Product Owner to join our team. This individual will own the end-to-end strategy, roadmap, delivery, and performance of AI-handled customer interactions (voice and digital), with priority focus on the Intelligent Virtual Assistant (IVA). Owns the AI Channel for customer, provider, and agent calls with full accountability for end-to-end performance of AI handled voice and digital customer interactions.

Requirements

• Demonstrated ability to translate business needs into requirements, user stories, and acceptance criteria.
• Strong analytical skills with the ability to define, monitor, and act on performance metrics.
• Executive-ready communication skills (clear, concise, and data driven).
• Familiarity with contact-center operations and metrics (FCR, AHT, transfer/escalation rates, CSAT/effort).
• Working knowledge of identity verification, disclosures, and safe-guardrail design for automated interactions.
• Bachelor’s degree in a related field such as Business, Information Systems/MIS, Computer Science, Engineering, Data/Analytics, or a similar discipline.
• 7+ years in product management, process automation, operations transformation, or related roles, including ownership of outcomes and KPIs.
• Experience delivering customer-service technology in partnership with IT/platform teams (e.g., telephony, CRM, or core systems).
• Experience working with risk/compliance stakeholders and operating within regulated environments.

Nice To Haves

• Formal AI/ML coursework or certificates preferred.
• Specific education in Generative AI / LLM fundamentals, Responsible AI / model risk / governance, and Data literacy (basic statistics, experimentation, KPI design) highly desirable.
• Direct experience with conversational AI/IVA platforms, including call containment and escalation design preferred.
• Experience managing vendors and shaping roadmaps to measurable business outcomes highly desirable.

Responsibilities

• Build a product strategy & roadmap: Define and track KPIs including containment rate, first contact resolution, escalation rates, customer effort, and cost to serve.
• Treat AI as an operational service channel with continuous improvement accountability.
• Build and maintain a multi-year roadmap for AI enabled service automation.
• Prioritize automation opportunities based on call volume, complexity, experience impact, and risk.
• Focus on high impact use cases such as benefits, eligibility, claims status, payments, ID cards, and provider inquiries.
• Backlog and Delivery Leadership: Translate business needs into clear product requirements, user stories, and acceptance criteria.
• Coordinate releases with IT and platform teams (telephony, CRM, core systems).
• Establish phased rollouts, testing plans, and post release measurement to validate results.
• Compliance & Risk Partnership: Partner with Compliance and Legal to ensure AI interactions meet HIPAA, CMS, and state regulatory requirements.
• Define approved language, disclosures, identity verification rules, and escalation triggers.
• Own remediation and improvements when AI behavior does not meet standards.
• Vendor and Platform Management: Serve as the primary business owner in vendor engagements related to conversational AI and automation.
• Direct vendor work toward outcomes aligned with Customer Success goals.
• Evaluate new capabilities and enhancements based on business value and operational readiness.
• Executive Communication: Provide clear, data driven updates on AI performance, risks, and value delivered.
• Communicate progress in terms of customer experience, expense management, and scalability.

Benefits

• Hybrid availability
• 401(k) with company match
• Health insurance
• Paid time off, holidays
• Volunteer time off
• Lifestyle Spending Account (LSA)
• Paternity leave
• LinkedIn Learning Premium access
• CliftonStrengths® assessment and coaching
• On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more
• Free world-class insurance acumen courses through AHIP and LOMA
• Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program
• Opportunities to take part in Wellabe's mentorship programs

What This Job Offers

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