Product Owner/ Manager III

Labcorp • Durham, NC

11d • Hybrid

About The Position

We’re virtualizing our contact centers into one modern, customer‑centric Clinical Contact Center (CCC). As the owner of our enterprise case management platform, you will set the product vision and roadmap, standardize and optimize end‑to‑end processes, and drive adoption of technology, automation, and AI to improve customer and employee experiences, operational resilience, and enterprise efficiency.

Requirements

• 7+ years in product management, business process ownership, contact center operations, or enterprise support systems.
• Hands‑on leadership of case management/CRM platforms (e.g., ServiceNow, Salesforce Service Cloud, Zendesk, Freshservice).
• Demonstrated success standardizing processes and improving operations across multi-site/divisional environments.
• Strong workflow/automation design skills; familiarity with integrations (APIs, webhooks).
• Data‑driven; able to define KPIs and turn insights into measurable improvements.
• Excellent communication and stakeholder influence; effective in matrixed, change‑heavy settings.

Nice To Haves

• Experience in large‑scale contact center transformation, shared services, or healthcare/regulated environments.
• Exposure to AI‑enabled service, automation, and digital experience tools.
• Certifications: Lean/Six Sigma, Agile/Scrum, PMP (or equivalent).
• Vendor/outsourcing management experience.

Responsibilities

• Own the CCC enterprise case management product strategy, roadmap, standards, and governance.
• Lead end‑to‑end process design (intake, routing, triage, escalation, resolution, knowledge) and enterprise case management system SOPs.
• Define and optimize workflows, automations, routing rules, and case taxonomy; partner with IT/admins to deliver enhancements.
• Translate business needs into technical requirements and oversee integrations (CRM, telephony, WFO/COE, QA, knowledge, WFM).
• Enable AI‑driven capabilities (e.g., auto‑triage/classification, summarization, agent assist) aligned to governance/ethics.
• Establish KPIs and dashboards; analyze trends to improve productivity, quality, and customer experience.
• Lead change management and cross‑functional alignment with operations, divisional leaders, IT, analytics, vendors, and compliance.
• Maintain platform documentation, decision frameworks, and knowledge assets; drive feature adoption and best practices.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed