Lead Product Manager - IVR, Digital IVA & Conversational AI

Humana

7d•Remote

About The Position

Become a part of our caring community and help us put health first The Lead Product Manager for IVR, Digital IVA & Conversational AI will drive the evolution of our omnichannel conversational automation ecosystem, spanning voice (IVR) and digital channels (web and mobile). This role is responsible for delivering intelligent, scalable, and generative AI powered conversational experiences that seamlessly support customers across channels while improving containment, deflection, and overall customer experience. This role requires deep subject matter expertise in modern IVR platforms (especially Google CCAI / Dialogflow CX) and digital Intelligent Virtual Assistants, including chat, messaging, and multimodal experiences. As an individual contributor, you will own critical product workstreams, define strategy, guide execution, and partner cross-functionally to deliver measurable improvements in CX and operational performance. You will serve as a thought leader for conversational AI across voice and digital, shaping platform direction, defining best practices, and ensuring cohesive experiences across channels. IVR, Digital IVA & Conversational AI Product Ownership Own critical components of the conversational AI roadmap across IVR and digital channels, including: Dialogflow CX virtual agents (voice and chat) Digital IVAs for web and mobile applications Routing logic, orchestration, and backend integrations NLU/NLP model enhancements and generative AI capabilities Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents Define and deliver agentic automation use cases that improve containment, increase digital self‑service adoption, reduce customer effort, and elevate CX Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams Product Strategy & Discovery Lead customer‑and data‑driven discovery across voice and digital channels to identify friction points, unmet needs, and automation opportunities Partner with CX, digital, and contact center stakeholders to define channel‑appropriate conversational strategies (e.g., voice vs. chat vs. mobile) Create and refine business cases for new IVR and digital IVA capabilities, including deflection, cost savings, and CX impact Develop detailed PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for both IVR and digital IVA experiences Cross‑Functional Leadership (Influence Without Authority) Act as the primary product lead across: Engineering Contact center operations Digital product teams Analytics and data science CX and UX design Drive alignment on omnichannel conversational strategy, ensuring consistent intent models, shared services, and reusable components Coordinate dependencies across IVR, digital platforms, CRM, and contact center systems to ensure on‑time, high‑quality delivery Execution & Delivery Excellence Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning for IVR and digital IVA capabilities Define and track KPIs across channels, including: IVR containment and call deflection Digital IVA containment and session completion Authentication success NLU accuracy and intent resolution CSAT, NPS, and digital engagement metrics Use data and experimentation to continuously optimize conversational performance across voice and digital channels Identify and mitigate risks, dependencies, and architectural constraints impacting delivery or CX outcomes Technical Depth & Platform Expertise Provide domain leadership on: IVR architecture and call flows Digital IVA and chat architectures Telephony (PSTN/SIP) APIs, orchestration layers, and backend integrations Evaluate and recommend design patterns, reusable components, and scalable approaches for omnichannel conversational AI Partner closely with engineering to ensure solutions are technically sound, secure, and aligned to long‑term platform strategy Guide adoption of LLM‑powered conversational capabilities across voice and digital channels, including prompt design, guardrails, and fallback strategies Use your skills to make an impact

Requirements

6+ years of product management experience, with 3+ years focused on IVR, digital IVA, conversational AI, or voice/chat automation
Hands‑on experience with modern conversational AI platforms (Google CCAI / Dialogflow CX strongly preferred)
Strong understanding of: IVR routing and call flows Digital chat and messaging experiences NLU/NLP concepts and model optimization Telephony and system integrations
Proven success delivering AI‑driven or agentic conversational experiences across voice and/or digital channels
Experience executing roadmaps using agile methodologies and human‑centered design
Excellent communication skills with the ability to influence cross‑functional teams and present to senior leadership
Demonstrated success driving measurable outcomes through KPIs or OKRs

Nice To Haves

Bachelor's Degree
Experience in healthcare or insurance industries
Background modernizing legacy IVR and digital self‑service into cloud-native conversational ecosystems
Familiarity with cloud contact center platforms such as Genesys, Amazon Connect, Google, Nuance, Five9, etc.
Experience working with LLM‑powered conversational automation across voice and digital channels
Experience designing consistent omnichannel conversational experiences across IVR, web, and mobile

Responsibilities

Own critical components of the conversational AI roadmap across IVR and digital channels, including: Dialogflow CX virtual agents (voice and chat) Digital IVAs for web and mobile applications Routing logic, orchestration, and backend integrations NLU/NLP model enhancements and generative AI capabilities
Design and evolve omnichannel conversational experiences that provide consistent intent handling, personalization, and seamless handoff between IVR, chat, and live agents
Define and deliver agentic automation use cases that improve containment, increase digital self‑service adoption, reduce customer effort, and elevate CX
Translate complex technical and AI concepts into clear, actionable product requirements for engineering, UX, and analytics teams
Lead customer‑and data‑driven discovery across voice and digital channels to identify friction points, unmet needs, and automation opportunities
Partner with CX, digital, and contact center stakeholders to define channel‑appropriate conversational strategies (e.g., voice vs. chat vs. mobile)
Create and refine business cases for new IVR and digital IVA capabilities, including deflection, cost savings, and CX impact
Develop detailed PRDs/BRDs, user journeys, conversation designs, and acceptance criteria for both IVR and digital IVA experiences
Act as the primary product lead across: Engineering Contact center operations Digital product teams Analytics and data science CX and UX design
Drive alignment on omnichannel conversational strategy, ensuring consistent intent models, shared services, and reusable components
Coordinate dependencies across IVR, digital platforms, CRM, and contact center systems to ensure on‑time, high‑quality delivery
Lead agile product teams through backlog prioritization, sprint planning, UAT, and release planning for IVR and digital IVA capabilities
Define and track KPIs across channels, including: IVR containment and call deflection Digital IVA containment and session completion Authentication success NLU accuracy and intent resolution CSAT, NPS, and digital engagement metrics
Use data and experimentation to continuously optimize conversational performance across voice and digital channels
Identify and mitigate risks, dependencies, and architectural constraints impacting delivery or CX outcomes
Provide domain leadership on: IVR architecture and call flows Digital IVA and chat architectures Telephony (PSTN/SIP) APIs, orchestration layers, and backend integrations
Evaluate and recommend design patterns, reusable components, and scalable approaches for omnichannel conversational AI
Partner closely with engineering to ensure solutions are technically sound, secure, and aligned to long‑term platform strategy
Guide adoption of LLM‑powered conversational capabilities across voice and digital channels, including prompt design, guardrails, and fallback strategies

Benefits

Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

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