Senior Associate - Digital Product Management
About The Position
We are seeking a design-led product owner to transform our legacy IVR into a modern, intuitive, and customer-centered conversational voice experience. This role is grounded first and foremost in conversational design excellence, with product ownership responsibilities that ensure great design ideas are translated into shipped, measurable improvements. You will lead with a designer’s mindset, deep understanding of customer intent, language, and pain points while owning the product decisions that shape the IVR roadmap. Rather than managing a product in abstraction, you will use conversation design as the primary input into prioritization, delivery, and optimization, guiding the evolution of our voice channel from rigid, menu-based interactions to natural, intent-driven conversations. This position is platform-agnostic and focused on elevating the quality, coherence, and effectiveness of the end-to-end voice experience. Voice is one of our most impactful customer experiences. This role places design at the center of product ownership, giving you the authority to shape not just how the IVR looks and sounds, but how it evolves over time. You’ll ensure that conversational quality, customer understanding, and thoughtful design guide every IVR enhancement resulting in experiences that feel natural, efficient, and respectful of customers’ time.
Requirements
- Design-led product owner
- Conversational design excellence
- Product ownership responsibilities
- Designer’s mindset
- Deep understanding of customer intent, language, and pain points
- Platform-agnostic approach
- Ability to shape the IVR roadmap
- Ability to translate design ideas into shipped, measurable improvements
- Focus on conversational quality, customer understanding, and thoughtful design
Responsibilities
- Transform legacy IVR into a modern, intuitive, and customer-centered conversational voice experience.
- Lead with a designer’s mindset, deep understanding of customer intent, language, and pain points.
- Own product decisions that shape the IVR roadmap.
- Use conversation design as the primary input into prioritization, delivery, and optimization.
- Guide the evolution of the voice channel from rigid, menu-based interactions to natural, intent-driven conversations.
- Elevate the quality, coherence, and effectiveness of the end-to-end voice experience.
- Ensure conversational quality, customer understanding, and thoughtful design guide every IVR enhancement.
Benefits
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
